In this episode, Mike and Paul are joined by John Sprunger, a Senior Manager in West Monroe's Technology practice to talk about Augmented Reality - what it is, why it's valuable, how to get started, and what challenges exist, ultimately discussing the potential impact on CX by delivering new experiences via Augmented Reality.

Episode 28: Building a CX Operating Model

"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.