In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like spending a day in the call center -- can spark real change. Chris shares how AI is reshaping customer experience, the risks of voice bots, and the importance of keeping customer expectations at the center of innovation.  

You'll walk away with: 

• Why “Beyond the Desk” is more than a leadership exercise—it's a CX game-changer 

• How AI can predict and proactively improve customer satisfaction 

• Why customer acceptance is the ultimate test for any new technology 

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Beyond the Desk initiative 

• Net Promoter Score (NPS) 

• Gartner Hype Curve 

• Virtual Assistants and IVR systems 

🎧 Produced by Larj Media 

📩 For more CX insights, follow Nicole on Linkedin 

If you have questions or comments about CX email us: SimplyCX@microsoft.com