In which Roy Atkinson of Clifton Butterfield drives his Jaguar safely and clearly through the minefield of customer experience to elucidate on the value of good CX and employee experience. Roy refers to some research he was involved with at HDI and itSMF USA on ESM – initially ESM was driven by IT but more recently now well out of IT and now owned by senior execs. Roy is also a Fellow of the Institute for Digital Transformation - get the CIO operating at a business level..! We discuss the ‘experience economy’, happiness, elements of ITIL (outside of IT) and Roy also describes his favourite whisky tipple…