This episode features an interview with Paul Papas, Global Managing Partner of IBM’s Business Transformation Services. He has led the launch of IBM’s design and CX division called IBM iX as well as their Enterprise Strategy Consulting services. Paul has been named one of the world’s “Top 25 Consultants” by Consulting Magazine, among the world’s top 5 CRM influential leaders, and the “King of Commerce” by CRM Magazine. Before IBM, he was a Partner at PriceWaterhouseCoopers. In this episode, Paul discusses providing value to customers first and foremost, incorporating agile and design thinking into CX, and getting clients hooked on the customer journey.