Customer experience failures are more likely to be remembered than successes - Interview with Paige O'Neill of SDL

Today’s interview is with Paige O'Neill who is Chief Marketing Officer of SDL, a global Customer Experience software solutions provider. Paige joins me today to talk about SDL’s latest global Customer Experience Thought Leadership research into when Customer Experience fails (and when it triumphs), exactly what happens, and why? This interview follows on from my recent interview – How we transformed our organisation and our customer experience – Interview with Damian Thompson of Principality Building Society– and is number 153 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.