Why Customer Experience is Dying (And What To Do About It)

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO's and the C-Suite will start to remove their support for these changes. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.