In a volatile, highly competitive business environment, organisations need to do more than just provide great customer service. They need to provide a great customer experience. But what exactly is CX and what does it mean for L&D?

This week on the GoodPractice Podcast, Ross Dickie is joined by Owen Ferguson and River Island's Mike Collins to discuss how L&D can contribute to the customer experience.

You can watch the Jimmy Kimmel video Owen mentions on YouTube.

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