Monday, December 5, 2022

David Wales

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David is the Founder of SharedAim, a boutique international consultancy that specializes in service design and customer experience, created for humans. Prior to this, he had a distinguished career in the fire and rescue service, leading a pioneering study of human behavior and being appointed as its first CX manager. A multi-award-winning professional, David remains a sought-after advisor to the global crisis and humanitarian sector, combining this with his CX work. David is currently writing a book on what a human-first approach means, and why it will be essential for organizations that want to thrive in an increasingly complex and uncertain world. He welcomes contributions and to get in touch, or just connect, please use LinkedIn.

Always Human, Sometimes a Customer: The Distinction That Could Be Undermining CX | Opinion

My career in CX began unintentionally when I tried to answer what seemed a simple question: Why don’t people do as we expect or...

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