Nicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV.

In this episode we discuss the state of Customer Experience now and in the future, the challenge of relying too much on CX matrices, and the best way to present Customer Experience ROI to a board.