"Brands need to do things that build trust and reliance just like interpersonal relationships," says Josh Ives, the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh's passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Find show notes and more information at customerbliss.com/cb90