While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
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This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...
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