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of time and money in dealing with allthis? ., , , ~ ., ., all this? completely, so we know on averaue, all this? completely, so we know on average, organisations all this? completely, so we know on average, organisations are - all this? completely, so we know on average, organisations are spending about 3.5 days a month trying to resolve customer service issues. that is a whopping great big £9 billion. so that is a terrible waste of energy, when actually we want to try and make sure that we are getting it right first time. so it is good that we have got better at dealing with issues but that is just about service recovery. what we really one is organisations to think about the end to end customer experience and trying to stop those issues from happening in the first place. jo issues from happening in the first lace. . ., ., ., ., issues from happening in the first nlace. . ., ., ., ., ., issues from happening in the first lace. i ., ., ., ., ., i., place. jo causon, great to have yo

Customer service9 billion3 5Customer experienceSand batteryJo causonThank placeThe worldMatt mcgrathA hundred