Nate gives us candid reality checks with implementing CX software and that patience is not needed but required. He talks about the importance of getting alignment within an organization and empowering people to make decisions.

What is item 1 and 2 on the priority list if you plan to implement CX software?
How can you avoid some of the challenges people face?
Who should be involved in the process and how involved should they be?
Nate then finishes by telling us a great story about Jersey Mikes fulfilling the experience across locations.