In the latest episode of the CX Leader Sessions, we speak with Matt Watkinson, consultant, speaker and author of one of the most celebrated books on CX - ‘The Ten Principles Behind Great Customer Experiences’.

Matt’s latest book - published earlier this year - is ‘Mastering Uncertainty: How Great Founders, Entrepreneurs and Business Leaders Thrive in an Unpredictable World’, co-written with Csaba Konkoly.

In this interview, Matt discusses how CX leaders can succeed despite the growing uncertainty that they are experiencing as the economic landscape becomes increasingly volatile, and attacks the misconceptions and missteps that are hampering progress in the discipline of customer experience management.

Warning: This session contains some explicit language.