In this week’s episode of CX Cast we are joined by John Lincoln, the customer experience leader at Duke Energy, and Adele Sage, Principal Advisor from Forrester’s Customer Experience Council. John shares his experience as a customer experience professional, first at Wachovia and then at Duke. He talks about how the utility has transformed its customer communications, has applied journey mapping, and how his expertise in facilitating StrengthsFinder workshops has helped him open more doors in the organization.
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