Speaking at Customer 360 about 'Designing change – Preparing your organisation for post-channel CX'

I spoke at The Customer 360 Symposium at the end of March on the topic ‘Designing change – Preparing your organisation for post-channel CX'. My presentation focused on how tough it is to design an organisation around the way customers engage with it; when customers expect all channels to work together to offer them breathtaking simplicity, how can complex organisations respond?

By working through the 5 stages of grief first and learning to accept the need for wholesale change.

To hear more, please contact me.