Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, and is well known as a speaker and deep thinker on the future of CX. Before running his own advisory firm, Stephen was a senior analyst at Frost & Sullivan, focused on CX. Stephen was speaking about the future of customer channels at the recent CX Outsourcers event in Las Vegas and he touched on the development of the Metaverse so Mark called him for a deep dive into what it is and why it matters for companies planning a customer service strategy... https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/