Optimising the customer experience - the changing role of customers, employees and leaders

Summary

5 challenges facing organisations looking for excellence in their customers' experience and 10 ideas to overcome them. With contributions from Avis, Pick n Pay, West Midlands Police and John Lewis.

With contributions from customer service experts like Ian Golding and John Knell, our latest research report, Optimising the Customer Experience, is available for download at the link below. 

Last updated: 17 Jul 2017