Customer experience (#CX), customer service, customer journeys, CRM, multi-channel – these are all complex, modern day challenges that current businesses face. There isn’t a single business today that doesn’t mention the ‘CX’ acronym somewhere in their offices, in their stores, on their website or in their brochures – the customer is king, long live the king! And, throw in social media (word of mouth to the uninitiated), and we all know a company’s brand can be enhanced or destroyed based on the most trivial of vignettes or sound bites. More...