In this episode I have the honour to speak with Mary Drumond. She is the Chief Marketing Officer at Worthix, host of the Voices of CX Podcast and a very insightful expert in customer experience analytics. We talk about the blindspots of companies while trying to be customer centric and what to do for effectively measuring customer's expectations and valuation of a company's offering.

As guest of this episode I am delighted to welcome Joseph Michelli on my M:X Mission Experience Podcast. He is an American psychologist, speaker, and author of several business books, including The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight. In our conversation we talked about the reasons behind the low degree of customer satisfaction in many companies and the key elements that characterize the best of class companies.

Recognized as well-known expert in the field of process management, published author and popular speaker Mark McGregor elaborated the factors of customer excellence from a service process perspective. In my episode 005 of the M:X Mission Experience Podcast I had the chance to discuss with Mark his recommendations on how to bring tools, process and people together to succeed through excellence.