Eric Berridge, CEO of Bluewolf, an IBM Company, has a new book out called Customer Obsessed. I could not pass up an opportunity to read a book that looks at how organizations need to blend people, culture, and technology to create exceptional customer experiences. I've not finished the book yet, but I did get an opportunity to talk with Berridge about some of his ideas.

IT’S NOT JUST ABOUT HEROIC MOMENTS

There is so much discussion about supporting the big customer moments as if being there for those were the only thing that mattered. Berridge said it’s not just about those heroic moments. It’s about every moment.

So how does a company switch to thinking and supporting “every moment?” Berridge said it’s a shift that takes a whole company approach. It’s understanding that your culture and your employees' level of engagement is as important as the underlying technology that drives customer experience. 

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