By Gillian West

“There’s something about serendipity that gets lost with data, we need to get back to making the customer experience more human as customers want to connect with other likeminded people and their time and service is just as important as the products that we’re buying,” warned Opposite Days product director, creative strategist and chair of The Drum’s forthcoming ‘The Joy of CX‘ conference Mel McVeigh.

Speaking with The Drum ahead of October’s event, McVeigh explained that companies we would think of being at the “pinnacle” of customer experience, such as Amazon, aren’t really doing that great a job as Read full story ›

Source: The Drum