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We need to start talking about experience leadership - Interview with Peter Cross
Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent ten years as Mary Portas’ business partner. Peter joins me today to talk about retail customer experience, some of the lessons he has learned over the course of the last few years, experience leadership and what he sees as some of the challenges ahead for experience leaders.
This interview follows on from my recent interview – The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega — and is…
The skinny
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