Most organisations think about customer service—the physical actions of fulfilling customer needs—but not all think equally about customer experience—the emotional journey of customers encountering those actions. Yet the way we feel about our experiences with a brand or organisation is the defining factor in our relationship towards that brand or organisation. And every organisation has customers—internal or external. So in this episode, David and Learning and engagement design expert guest, Marion Lawie unpack the concept of customer experience and look at practical tips any organisation can use to create training for their workforce which enhances that experience, while offering help and support for the employees providing it.