“Step 1: Intro “Is this Nancy Kowalczik? Koh - wal - chik.” “Yes” “Hey, It’s Justin Michael from Acme Corp.” Step 2: Route “Just curious... Who’s in charge of your CX strategy?” “Why, what’s this about?” “I have some CX tech but don’t want to waste your time... just curious who heads up CX, does that roll up to you?” Step 3: Ruin (Peel the Onion) “Yes” “How do you do that now? Do you handle it internally or work with a 3rd party?”