Producer's Note: During the summer months we'll be re-releasing some of our favorite episodes for our "Summer Encore Series." This episode was originally on August 24, 2021. We loved how our guest is passionate about connecting employees with the customers and brand through the use of storytelling. He and Steve discussed ways this can build empathy and understanding, which is vital to the overall culture of being a customer-centric organization.  Please note that some details and situations described in the episode may not neccessarily be the same as when it originally was released. When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve Walker welcomes Bruce Temkin, head of the Qualtrics XM Institute, for a discussion on how storytelling can build customer empathy and lead to better customer experience. Learn more about the Qualtrics XM Institute at https://www.xminstitute.com/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/