Despite high aspirations to delight customers, many companies falter at the execution stage, leaving a gap between grand plans and customer realities.

Steven has spent over a decade conversing with CX professionals and has a wealth of insights on why companies struggle to shine in customer service. His new management book serves as a guide to embedding a genuine Customer Culture within your organisation, offering practical tools and revealing how minor alterations can lead to significant outcomes.

This week Mandy Johnston talks to Steven about his new book.