Customer experience isn’t a department—it’s a leadership system. In this episode, Doland White sits down with Wes Dudley, Senior Vice President of Customer Experience at Broad River Retail, to unpack how trust, transparency, and accountability drive real performance. If you lead teams in high-pressure environments, this conversation will challenge how you think about culture and execution.This episode is for Directors, VPs, SVPs, and CEOs who want stronger team success without micromanagement. Wes shares how identity, communication, and disciplined strategy elevate customer outcomes and internal engagement at the same time.• Build trust through consistent listening forums and direct leadership access• Use team identity (CX All-Stars) to create ownership and autonomy• Pair accountability with coaching to grow next-level leaders• Keep AI human-centered to enhance—not replace—customer connectionQ: How do you build trust in large CX teams?A: Create structured access points where employees feel heard and supported.Q: How do leaders prevent burnout in customer-facing roles?A: Balance standards with coaching and development.Q: What makes customer experience strategic?A: It reflects leadership clarity and cultural discipline.Timestamps:Follow, subscribe, and comment for more leadership insights.Guest: Wes Dudley, SVP Customer Experience, Broad River RetailThe Next Interview is hosted by Doland White, executive coach, author of Lead With Confidence, and known as The Empowerment Guy. Each episode delivers practical insights, powerful stories, and bold conversations designed to help leaders empower their teams, accelerate growth, and lead with confidence.