Ben de Haldevang, Abhay Pande and David Boyd and Paul Siegenthaler from The Agile Gorilla collective are joined by David Cox, a business transformation professional with a passion for Customer Experience. For over 15 years, David Cox has worked around Europe, South America and the Middle East helping clients drive revenue growth and customer loyalty.. We talk about who owns customer experience in an organisation, the challenge of keeping an external focus through an M&A deal, and the importance of metrics.