In a world where AI can copy almost anything, the one thing it can’t replace is the human experience people have with a brand. That’s why Customer Experience, or CX, has become one of the most powerful career accelerators for Millennials and Gen Z today. It's also built on a foundation of putting people focus at the heart of decisions, which promotes a new class of leader.

In this episode, we break down why CX is the new competitive edge for both businesses and emerging leaders. You’ll learn how CX thinking helps you communicate better, influence decisions, build trust, and stand out in any role. We also explore how top companies like Amazon, Sephora, Zappos, and Best Buy use CX to win, and how you can apply the same principles to grow your career.

Most importantly, you’ll walk away with simple, practical questions to bring CX into your daily work so you can get noticed, create impact, and lead in a way AI never will: with clarity, empathy, and real human insight.

If you want to future-proof your career in the age of AI, this episode is your starting point.

Additional References:

Service-Profit Chain: How Quality Drives Profit

Delivering Happiness: A Path to Profits, Passion, and Purpose | Tony Hsieh | Talks at Google

The Heart of Business: Leadership Principles for the Next Era of Capitalism - Hubert Joly

Sephora: The Omnichannel Strategy Which Redefined CX in Cosmetics - Omnichannel Customer Engagement Platform

Bezonomics: How Amazon Is Changing Our Lives, and What the World's Best Companies Are Learning from It: Dumaine, Brian: 9781471184161: Amazon.com: Books

CXPA Global | Home

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