The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is key. The problem for most brands and customer experience leaders is high churn and the reality that burnout is real.

I talked to Brian Dunphy, an experienced contact center and customer experience expert who’s guided customer experience strategy for notable companies such as Disney, Bank of America, WarbyParker, and Postmates.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.