Jan Uriga says the three most important aspects leaders need to focus on are the corporate culture, technology innovation and the customer. Without these, no business strategy can deliver CX excellence. Valentina and Greg ask Jan to elaborate on the interplay of these key areas and what to do when companies fall into the trap of the technology paradox. 
Visit Jan's LinkedIn profile - https://www.linkedin.com/in/januriga/
Find Jan's Customer Journey template on the CX Insider LinkedIn page 
02:33 - How companies approach CX today I 05:26 - Where should you start to become customer-centric? I 10:40 - What role does technology adoption play in an organisation? I 20:25 - How does employee-centricity impact CX? I 26:25 - Advice to aspiring CX leaders