Customer Experience Essentials but what’s Essential?

“Teach a man to fish”

has always been at the heart of my work in training. This is something that I learnt about from a grumpy Welshman who said: I can’t teach the little buggers that behave, that I can teach them how to survive.

I always thought it was very clever -I still do today.

So as I started to work on this years training program, I started to wonder what I really wanted to deliver. I do this every year (not surprisingly if when you teach people about change) and it probably helps to have a passion for the subject.

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