An organisational focus on Customer Experience, particularly Service, has grown in prominence and importance over recent years, revolutionising the way businesses operate and interact with their customers. In a time when Service beats price and product as the pivotal factor in a customer’s purchase decision, getting it right is critical to establishing enduring customer relationships.

To continue to thrive amidst rapid technological advancements, such as AI, and ever-evolving customer expectations, it is imperative that businesses have the agility to adapt quickly and effectively to meet changing demands.