Unpacking the CX Council

PayPal's CX Council aims to improve the customer experience. The council is made up of two people: John Coons, who was responsible for our consumer segment and I was running the design. So in John's remit, his team works with customer support, looking at things like top call drivers. And then we bring in all of my direct reports, my peer in the CX group who runs Project Enablement is also part of these.