This is the third in a series of podcasts with co-authors of the book Customer Experience 3. David Wales is the founder of SharedAim consultancy that helps organisations excel by putting human experience at the heart of CX strategy and practice. Prior to that David had a distinguished career in the fire service, and was its first-ever CX manager. He remains an advisor to the international humanitarian and emergency community, which in combination with his CX work, provides a unique and transferable perspective on the human experience."  Miles C. Thomas is a seasoned customer service and experience professional who believes in the importance of taking a human approach to the delivery of great service and experiences.  He has acted as the chair of judges in industry customer experience awards and has also been named as a global leader and influencer in the CX sphere by Customer Experience Magazine and My Customer Magazine among others.  Miles is the founder of Humanized CX and CX Wales. His experience in technology, service and experience combined with a degree in Psychology has provided a unique lens in humanizing the customer experience.