As customer experience leaders it is easy to get caught up in data, facts, and figures and forget to tell a story that connects with people at an emotional level and prompts the desired impact. A story is a richer representation of what's going on with our customers. It may include a presentation to a group of people, but may also include informal conversations, meetings with individuals, and follow up discussions. It is less about the format (PowerPoint) and more about the message. It....