Charmaine Wyland Customer Journey Fixes That Actually Stick
Send us Fan Mail AI is the new shiny object, but shiny does not equal useful. We sit down with Charmaine Wyland, a customer journey optimisation consultant with a career spanning e-learning, early e-commerce, advertising art direction, product design and major rebrands, to unpack what actually makes experiences work for real people over the long term. We dig into what end-to-end customer experience means beyond the interface: ownership across teams, operational hand-offs, retention, loyalty,...