Sometimes, we get it backward. We focus on our KPIs or on what we think the customers need or want. We deliver experiences based on our own expectations ... and then the customer leaves. Because we missed their desired outcome. How do we become masters of achieving the desired outcome? How do we assure an exceptional customer experience? I didn't have to go very far to find someone uniquely qualified to offer hard-won thoughts and opinions on this topic. I walked down the hall here at BombBomb to talk with Jonathan Bolton, our Senior Vice President of Operations. A 7-year team member, Jonathan scaled our Customer Success organization from a solo act (yep, just him!) to a 30-person team (and counting!), working to create and deliver amazing customer experiences every step of the way. We clicked "Record" for The Customer Experience Podcast and enjoyed an in-depth conversation about ensuring every customer experience is achieving the goals it should. Among the topics we hit: The relationship between Customer Success and Customer Experience How and why to define an "appropriate experience" How employees are now like consumers The relationship between customer experience and employee experience Data strategy for CS and ...