You can’t improve the customer experience without getting people throughout the organisation to sign up to the changes that need to be made. They need the right information, the opportunity to contribute, and communications that will help drive it through.

Stephen and Greg talk about how things have moved on since the book was written, and discuss some favourite tools for involving people.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep33+-+InvolvingEmployees.mp3