Shep Hyken talks about how he got started in CX, Why FINE is the F BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken  on www.hyken.com Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn.