Customer experience is emerging as a discipline in its own right, but what does this mean? How does this differ from service design or user experience (UX)? How does this sit alongside feature teams or product owners? How is this different to customer service? How do organisations meaningfully apply the customer experience principles – and how do you know when you are doing it right?
Our speaker Kirsty Lieberthal, Customer Experience Strategy Manager at Prudential UK, is a creative and digital agency veteran of 20+ years and now specialises in CX in transformation environments.