Significant cost savings can be achieved if the desired customer experience is understood clearly at the start and integrated into the brief.

The more I’m drawn into building design I realise that so much more could be done. Often, it seems, no one stops to think about how it will actually work: how a customer is going to use it.

1/3. The beginning of three blogs to discuss how to deliver customer experiences that add value to an organisation.

2/3. Why organisations find customer experiences difficult to get right.

3/3. What organisational changes support the development of a great customer experience.