Episode 28 highlights with Jim Kalbach:- What is the difference between user experience, customer experience and marketing- Jim’s background in UX design and how that helped him transition to his role now in customer experience and product education- Remembering that the “grass is never greener” and no organization is perfect in order to have a longer term impact where you work- What is the true secret to becoming a kick ass design leader- The long term effects of even the smallest UX and user research decisions- Experience mapping principles and tips from Jim’s book- Building empathy and understanding for your stakeholders and business to be a more successful designer