Marc Karschies joins Neal and Paul on today's podcast to discuss his chapter in the CX3 book.Marc shares his in-depth knowledge and passion for quality and explains how quality has a different meaning for different people and departments. Marc discusses what is the definition of quality (is it defined by the user?) and what really is "good" quality?Neal and Marc also discuss how quality service management is equal to customer experience management because customer experience is what the customer feels...Insightful, passionate, and knowledgeable, Marc Karschies enthusiasm of quality is second to none.