I fell in love with the technology and customer experience 15 years ago, and have been going deeper on the journey ever since. The learning never stops. I am obsessed with how change impacts organisational culture, how empowerment leads to employee engagement, how every part of your customer journey matters, how having the right systems is not enough, they have to have the right data and the right people supporting, using and designing them.Good process compliments good systems and both need good people.