Many organisations BELIEVE they are customer centric, but in reality, they are ‘doing’ customer experience by ‘accident’. Guest Speaker Ian Golding will demonstrate the importance of making your approach to customer experience ‘intentional’ through the adoption of a structured method and by sustaining a focus on it.

Key takeaways:

• The importance of adopting a customer experience framework
• Understanding the key elements of the customer experience ‘jigsaw puzzle’
• The need to approach customer experience as a long-term business strategy