Robert Sørensen is a customer experience designer who specialises in improving customer experiences in the service industry. He was previously a Customer Experience Manager at IAG and was a Customer Experience Designer at Australia’s National Broadband Network (NBN). In this episode, we discuss how to build a business case for CX projects and the four pitfalls to avoid when implementing a CX strategy.

Key takeaways (starts at 39:30):

1. Make sure you get quick wins when starting a CX initiative
2. Put your CX strategy down on paper so everyone knows what it is
3. Enable and empower people to deliver on your CX strategy
4. Share the glory with the entire team