In this episode we speak with Sami Nuwar, the Senior Principal Consultant at Medallia, which is a customer experience management platform that helps you manage CX in your company and make things easier. We discuss why people lose focus and stop trying operational excellence, and then where to go and what to do when this happens to your business. We talk about optimizing your data collection in order to analyze it and thus improve various aspects of your customer interactions and experience.Sami’s background 0:37Why do people get lackadaisical on operational excellence? 2:59Where to begin to become more operationally tight 4:13How to avoid being misled by your data 7:41Advice for the audience 14:17“The other, I think, overlooked channel for data is the internal knowledge base within the business. The operational data. We all have systems and machines that capture data from our interactions with customers and our daily business, and that is typically a treasure trove of information.” 7:55https://www.linkedin.com/in/saminuwarcx/