{"id":172830,"date":"2026-04-16T09:27:26","date_gmt":"2026-04-16T14:27:26","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&p=172830"},"modified":"2026-04-30T11:35:52","modified_gmt":"2026-04-30T11:35:52","slug":"beyond-the-surface-why-your-operating-model-is-the-secret-to-world-class-cx","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/beyond-the-surface-why-your-operating-model-is-the-secret-to-world-class-cx\/","title":{"rendered":"Beyond the Surface: Why Your Operating Model is the Secret to World-Class CX"},"content":{"rendered":"
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In today\u2019s experience-driven world, organizations are\u00a0<\/span>always looking for ways to improve customer experience.<\/span><\/div>\n
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But often, the focus stays on\u00a0what\u2019s\u00a0visible \u2014 scripts, channels, or technology \u2014 instead of what\u00a0actually drives\u00a0results. In<\/span>\u00a0this episode of\u00a0the\u00a0Etech\u00a0Leadership & CX Podcast,\u00a0<\/span>Jim\u00a0Iyoob<\/span><\/b>\u00a0sits down with\u00a0<\/span>Lance Gruner<\/span><\/b>, Founder of Lance Gruner Advisors\u00a0and\u00a0<\/span>Global CX Transformation Leader<\/span>, to explore how operating models shape customer experience from the inside out.<\/span>\u00a0<\/span><\/p>\n

From decision-making structures to process design and accountability,\u00a0<\/span>this conversation breaks down what really helps create consistent, meaningful CX improvements.\u00a0<\/span>.<\/span>\u00a0<\/span><\/p>\n

About the Episode<\/span><\/b><\/h4>\n

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What really defines a great customer experience?<\/span>\u00a0<\/span><\/p>\n

Is it better scripts?\u00a0New technology? More training?<\/span>\u00a0<\/span><\/p>\n

According to Lance, the answer goes deeper.<\/span>\u00a0<\/span><\/p>\n

Customer experience is not just shaped by what customers see \u2014<\/span>\u00a0it\u2019s\u00a0about how the organization\u00a0actually works\u00a0behind the scenes.<\/span>\u00a0In this conversation, Lance shares how\u00a0organizations\u00a0<\/span>can move beyond surface-level fixes and build a stronger operational foundation.\u00a0<\/span>He\u00a0explains why<\/span> CX strategies\u00a0don\u2019t\u00a0always turn into real\u00a0outcomes,<\/span> how alignment across processes and systems plays a critical role, and why accountability and structure are essential for consistency.<\/span>\u00a0<\/span><\/p>\n

Through real-world examples, this episode explores how organizations can create experiences that are not only effective \u2014 but sustainable over time.<\/span><\/p>\n