The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:
7 Mindsets to Revive Your Voice of the Customer (VOC) Program
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4 Ways to Scale and Operationalize Your Journey Efforts

"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.