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Cultural transformation is top of mind for many CX leaders, but taking it from aspiration to reality can be a big challenge. How can companies help their employees to make the shift to a CX mindset? How can they encourage “thinking like customers” to support understanding and empathy at the frontline?The good news is that customer feedback is an asset most companies already have – and if used the right way, it can act as a catalyst for real culture change.Join Heidi Munc, VP of User Experience for Nationwide and Jackie Potts, Director of VOC Strategy at Concentrix to discuss how leaders are influencing CX and culture change at the frontline by fostering a deeper emotional connection to customers.