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This week's guests do not represent identical organizations.  They do, however, share a passion for the customer experience -- and the role people play in the process. Jim Iyoob of ETech, our first guest, reveals how to meet the heightened expectations of today's customers.  What do they really want? How can an organization pair the right people with the right technology to meet those demands -- and deliver a customer experience that matters? Thomsen, a finalist at the CCW Excellence Awards, discusses his efforts to cultivate a customer-centric culture.  We may be in the digital age, but Sign-Zone remains focused on the personal touch. Thomsen reveals how his organization trains, coaches and incentivizes agents to prioritize connections.