In this episode, we speak to James Gilbert, the CMO of CRMNEXT. James is a self-professed journey mapping geek and a deep expert in customer experience.  We cover a broad range of topics in the discussion, including:Understanding customer experienceRaising expectations for multi channel experiences from consumersKeeping up with AmazonHow do you start a customer experience transformation - journey mapping as the first stepWho owns the customer experienceLeveraging a crawl, walk, run strategy for improving customer experienceHow should the marketing team measure customer experienceAdditional information can be found at the following linksMore info about JamesCRMNEXT on the webCRMNEXT on LinkedInMore info about PlannuhMore info on The Next CMO podcast