Insight / Blog

Our CCO talks CX in the last mile

Posted on 28th February 2019

This week saw our CCO, Mike Richmond take to the stage at TDC Global (The Delivery Conference) at the Royal Lancaster Hotel, London to talk about the evolution of delivery from necessary function into a defining factor of Customer Experience.

During his talk Mike took his audience on a whistle stop tour looking at:

  • The Peak/End rule – a psychological explanation for why the end part of any experience is the one that is most memorable

  • An analysis of the impact delivery can have on CX and NPS

  • Case studies of sector leading delivery experiences helping brands achieve cut through in an ultra competitive market

If you’d be interested in seeing the video and finding out more, get in touch at [email protected] 

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