Join Cheryl Crumb as she shares wisdom form her career as a trainer, a coach and a guide who works with clients to bring the voice of the customer into their organizations. Machines tend to be predictable and don’t get mad at you, but human beings are unpredictable and emotional.  Producing a cohesive team dedicated to creating an Extraordinary Customer Experience requires rigorous processes, an empowered workforce and enlightened leadership.  This magical combination doesn’t happen by accident… it’s both a top down and bottom up approach.