Customer experience (CX) has taken the world by storm, and rightly so. Customers have more choice, are more connected, more empowered and more conscious than ever, largely thanks to advances in consumer technology and the internet. Organisations have been scrambling to service customers and meet...

If it hasn’t impacted your role or organisation by now, it inevitably will. Customer experience has steamrolled it’s way into our professional and personal lives, but what actually is it and why does it matter? And perhaps more importantly, how do you apply it?