When we as an industry discuss the customer experience, an awful lot of work goes into the outward-facing part of the discipline. Particularly, as in some organizations, CX initiatives seem to have been adopted first by marketing and very specifically as an extension of website and digital marketing efforts, before being joined up to customer support and the back office. However, have you ever played The Tea Game? We were introduced to it here at Tahzoo a while ago as a technique to....

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