Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on July 19, 2019. Guest Roberta O'Keith did a great job describing how to start a CX program from scratch – it’s a great “CX 101” episode for anyone looking for ways to get a program off the ground. Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released.

It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O’Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place.

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