Apple Podcasts | Google Podcasts | Stitcher | Spotify   For any company – including yours – not all customers are created equal. Some are far more profitable than others. So it's fundamentally important to know where, when, and in whom we should be investing. A customer-centric culture sees every customer as valuable and works to put the customer first. But because your company has finite resources, you must identify those who provide a higher return on your investment of time and resources. In other words, you must consider the financial side of customer experience. Creating a systematic approach to identify and invest in these customers is the focus this episode of The Customer Experience Podcast. To help us think through CX in a financial context, we're honored to be joined by Sarah Toms. Sarah has worked in the technology field for more than 25 years. For the past six of those years, Sarah has served in several IT director roles at The Wharton School at the University of Pennsylvania. She cofounded and currently serves as the Executive Director of Wharton Interactive. Along with her colleague Peter Fader, Sarah recently coauthored The Customer Centricity Playbook: Implementing a Winning Strategy ...