Joanne Stone is the CEO of Stone Fusion Consulting, and an expert on Customer Experience (CX). She helps organisations discover what their customers and employees really think about them, and where they need to focus to deliver both quick wins and longer-term value.

In this podcast, Jo talks about the concept of ‘outside in’, how start-up organisations like Netflix and Spotify are changing our expectations of what a positive customer experience looks like, the link between happy employees and happy customers, and is a focus on CX important just for larger organisations, or a business of any size?