This is CX, Episode 4: An introduction to customer research

In our fourth episode, we have our first guest host - Pat McClure, Principal in West Monroe's CX Strategy practice - to help us talk about Customer Research Methods, what they are, how they can be used, and talks about our "Triangle of Truth" POV. We return to our "CX in the News" segment to talk about Nordstrom and the perception challenges they've recently faced, and highlight the importance of using "observations" in our "CX Tool of the Week" segment.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.