Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also talk a little bit about Jeanne’s new book: Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers. Hope you like it. This interview follows on from my recent interview – Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai – and is number 319 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Jeanne: Creating a great customer experience isn’t just something you do, it requires a fundamental shift in leadership including …