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To thrive in today’s era of customer centricity, organizations must answer two questions: What are customers demanding? How do we actually meet those demands? Lori Jarchow of Ecolab and Andrea Pohlman of Aeritae explore those questions in the latest edition of the CCW Podcast series.  After discussing the new, heightened expectations of today’s customers, they reveal tips for driving the necessary change within the organization.  Pohlman, in fact, shares her secret for turning contact center detractors into advocates for customer centricity.