235: Elevating The CX Practice And Discipline

In this week's episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, shares with us his path in CX in a variety of roles, what that looked like, and insights he has gathered along the way to help elevate the CX practice and discipline.

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.