In this issue we cover a range of topics in Customer Experience and Research. Download your free PDF copy now.

Our lead article is an interview with James Healey of Air IT on how they’ve kept the focus on customers and a consistent culture through a time of rapid growth and acquisition. It’s a great example of the way in which customer research can sit comfortable alongside account management to help an organisation meet the needs of its customers at a strategic, relationship, level as well as at a tactical level.

We've also got features on customer segmentation and the concept of 'situationships', awe in customer relationships, contact centre back offices, and more.