Are you creating your customer experience by design or by default? Customer Experience expert, and CEO of CXFormula.com Jason Friedman has spent a lifetime creating amazing experiences, from theatrical exploits for the likes of Fleetwood Mac and Peter Gabriel; to customer experiences for big brands like Foot Locker, Disney and W Hotels; and raising billions of dollars in endowments for organisations like Harvard and Stanford Universities. In today's episode, Jason shares his secrets for WOW-ing your customers with your hosts Suzi Dafnis and Michelle Falzon.

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