I hope you all had a great break over the Christmas and new year period before diving back into work. By now we are all settled back in, dealt with the inevitable backlog of emails and adjusted to writing 2017 instead of 2016 and are raring to go with all the enthusiasm that only a new year can bring. Before you fully embrace the daily grind and allow the merry-go-round to speed right up, it is a good time to think about what you want to achieve with your customer experience