2020 gets rolling with a bang as we welcome Emma Brady to the show. Emma is the Customer Experience Manager at Lush, a company well-known for customer service excellence, recently winning Customer Experience Innovation of the Year in 2018. But, she didn't just become the Customer Experience Manager, but instead pushed for the creation of the role. In this episode Emma will walk you through the difference between Customer Service and Customer Experience, and show how Experience design is so much about customer education and understanding needs and expectations. Also in this episode you'll hear about the tension between decentralisation and consistency, and Lush's radical empowerment of frontline shop management. Resources mentioned: https://www.cxaccelerator.com/community https://www.amazon.com.au/Power-Habit-What-Life-Business/dp/081298160X https://www.linkedin.com/in/michaelmomsen/