EP 79: Gold Dust Archive - A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins

This has been dug out of the Customer Service Gold dust archive for your listening pleasure... In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and Customer Experience Rock Star. We hear him discuss his journey from award-winning guitarist in a heavy metal band to becoming a CX evangelist; he highlights how much of today's organisational structure is still based on a potentially outdated theory from 250 years ago; and why focusing on the needs of the customer ins...