Katie Stabler, a customer service recovery specialist, explains why companies should normalise failure and plan to fail in order to succeed.
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Brian Kale, Director of Customer Success at Bank Novo, provides CX Insider with his insights on the future of banking services.
Stuart Fearn, Head of Customer Contact at Newcastle Building Society, explains how video became an integral part of their customer success strategy.
Simon, Andy and Laurence talk about the delivery of the UK's COVID-19 testing and vaccination booking system.
The concept of employee experience as we know it today has been created relatively recently. To what extend do employee and customer experience overlap?