Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve Walker welcomes Heather Gillbanks, CCXP and Director and Customer Experience & Customer Center of Excellence Lead at Cornerstone Building Brands, for a discussion on how she lead the effort to create this resources for CX pros.