Since I started my current role as a Customer Experience Manager in October 2008, many people have asked me “what’s customer experience and how do you deliver it?” Aside from cheeky remarks like “I ensure customer delight”, I didn’t have a good answer.

So I wrote this presentation to help answer the question:

I’d love to get your feedback, to hear whether you agree with me or not, and to hear any suggestions for improving the customer experience.