“What’s the number one metric in CX, Germanico? It’s not a number.”

#002 Germanico Cruz, ex -VP of Papyrus and VP of Business
Development with Strategic Legal Practices Law Firm, gets asked
that a lot.  “Is it conversion? is it sales?” Germanico
takes us through his orbit as a master in CX and EX starting as a
seasonal sales clerk at The Gap. He shares his wisdom through
stories, on how empowering the employee with three simple words,
avails them to make sure, “every customer leaves happier than
when they first walked in.”