In my career as a management consultant, much of my work has involved working with clients to improve the “customer experience”. Over the last couple of decades this has become rather complex given the growing  number of  channels through which organizations communicate with customers, e.g. via retail stores, call centers, mail, third parties, TV, text, email and its website(s). Achieving a satisfactory experience, for various types of transactions, across all of these channels, is difficult and expensive....Read More