I had the pleasure of speaking with Bob Buiaroski, the SVP of Manulife, a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. With a background in business and technology, Bob shares how he implemented changes to a CX structure at Manulife that had been in place at the company but not fully developed. He helped Manulife go from ad hoc cx management to embedding it in the organization's culture. Get show notes and more information at customerbliss.com/cb117.