Why is customer experience so important?

John Aves, cp2experience CEO, talks about why customer experience is more important than ever today.

Putting the customer first in retail drove dramatic growth

A leading international fashion chain identified instore customer service as an opportunity for improvement. Senior management urged store managers and their teams to ”improve service” but there was no specificity about what ‘improved service’ looked like.

Managing Change in Contact Centres

John Aves talks about managing change in Contact Centres using a three-phase approach. This approach can be used to manage change effectively in any organisation.

To see the full webinar visit