John Callachan - GoFusion - Why Customer Resolution Matters More Than Cost Reduction
CX Files Episode 437: John Callachan – Why Customer Resolution Matters More Than Cost Reduction
Guest: John Callachan, Director, GoFusion, UK
Hosts: Mark Hillary and Peter Ryan
Published: 29 October 2026
Episode Summary
Is the customer experience industry becoming too focused on reducing costs and avoiding customer interactions rather than actually solving problems?
In episode 437 of the CX Files, Peter Ryan talks to John Callachan, Director of GoFusion, a UK-based business transformation advisory company. Drawing on decades of experience in Business Process Management, outsourcing, and…
The skinny
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