Customer Expectations Are Changing. Is Your Business Keeping Up?

Hello Reader, Over the last few weeks, I have been working with a well-established business to strengthen its customer experience capabilities. While the business has built a strong presence over time, its approach to customer experience was no longer fully aligned with changing customer behaviours and expectations. Before recommending training, new processes or other improvements, we conducted a detailed, week-long CX readiness diagnostic to understand how prepared the organisation was for...