S1E7 • 6 Pitfalls of CX management Pt. 2
The conversation with Tom Wintering continues! In part 2 of this double-header, we’re tapping into his Design Thinking background to examine how upskilling employees can be the foundation of a sustainable culture.
Tom Wintering is a leader in McKinsey’s global CX practice, focusing primarily on organization-wide CX, design, and customer success capability-building programs. As a design thinking expert, Tom is passionate about inspiring employees (heck, everyone on Earth!) at every level to embrace a more empathic, human-centered approach to their day-to-day work. Tom also spent several years as a product manager at Amazon, building new businesses for the Kindle Education organization.