What is the role of customer experience during a crisis? Host Steve Walker and guests Jonathan Ruchman, CCXP, and Senior Director of Customer Experience at Brookdale Senior Living, and Michelle Morris, CCXP, a Customer Experience Design Partner at Verizon and member of the board of directors for the Customer Experience Professionals Association, discuss the important role customer experience professionals and other customer-focused leaders play in times of disruption and crisis. They spotlight best practices in previous times of confusion and provide practical advice that can help CX leaders take action to help their companies and their customers deal with important issues in this time of uncertainty.

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