In today's episode, Thomas talks with Bryan Sander about customer experience design. Bryan is the Head of Customer Experience, Digital Product, Analytics, Market Research, and BI at AAA’s National Office - and a CXPA Board Member.

Bryan reveals the main challenges to the customer experience today and how younger consumers are demanding a more values-driven approach. Sharing his digital transformation experience, Bryan explains why cross-functional thinking and agile management practices are key to creating a superior customer experience. He unpacks how the customer experience and employee experience are connected and the importance of listening in both. Discussing the rising role of AI, Bryan advises that viewing robots as a co-pilot would help 'take robots out of people' and allow humans to do more creative, higher functioning tasks. And finally, he recommends leaders "ride the trains" to ensure they experience the customer journey firsthand to better understand and improve it.