Customer experience is still a relatively new field – there are no university degrees in the discipline, and until recently few certification or professional programs. But now we are beginning to see signs of its emergence into a full-fledged profession. In this episode, we speak with special guest Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners, about what is fueling the professionalization of the CX pro and what it means for organizations. Listeners should also note that we encountered some audio problems in recording this episode so we apologize for any issues with sound quality.