Customer Experience By Design

Customer experience is key to competitive differentiation moving into the future and yet, many professionals still struggle with what constitutes a great experience and how to implement it into organisations.

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The concept of customer experience is simple, but implementation can be challenging if the process is not clearly defined. Customer Experience doesn’t just happen, it must be designed! In addition to this, ‘everyone’ in the organisation needs to understand why they need to change; because customer experience is not a leadership imperative or a once-off marketing campaign, it is in fact an organisational culture.