CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it’s easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome Luke Williams, a distinguished principle XM catalyst at the Qualtrics XM Institute, for a discussion on the basics and how the growing field of experience management - or "XM" - fits into the mix.