Episode 05: Sean Albertson | Charles Schwab

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Activating CX culture: How Charles Schwab brought client-first focus to the entire organization 

Sean Albertson, Head of Client Experiment Measurements and Analytics at Charles Schwab, loves to ride waves. Be it surfing, water skiing, or navigating the deep waters of customer experience.

In this episode, we dive deep (get it?) into everything customer-centric, creating access, and a culture shift to action.

You’ll get Sean’s take on what to measure, how customer journeys resemble rivers, why silos are a natural phenomenon, and how to break them intentionally.

His superpower is storytelling, so you’re in for a treat.

 Tune in now.