In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jeff Sheehan, CX Author and Leader