We’ve all heard the classic customer service adage: the customer is always right. But if only attracting and keeping customers was that simple! In today’s world, customer experience (CX) has become a complex system of data, websites, social media, five-star reviews, engagement levels and much more...

Readers are confronted with an avalanche of news sources, from online publications like HuffPost and Google News to traditional radio broadcasts...

First it was the GFC, now it’s the BRC (Banking Royal Commission)! Big banks are well adjusted to the world of reputational crises, but what will it actually take for customers to jump ship?