In this episode, Garima is joined by April Obersteller, VP of Global Experience at woom, a sports goods manufacturing company that focuses on designing high-quality, lightweight bikes for children of all ages. Prior to this, she was the Senior Manager of Customer Experience at YETI Coolers and the National Sales Manager at Green Goo.

Together, they discuss whether or not the customer is always right, why you need to protect your employees’ mental health, how that directly correlates to the customer’s experience, and why she is so fascinated with not just the customer’s journey but their journey after a sale is made. She also explains what the missing fourth factor of CX is that a lot of people seem to forget.