Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook group, to leading all of Customer Experience globally.  Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience, to gain traction and drive real sustainable improvement.  Listen in to hear how she used Google’s 1-day design thinking to implement a 24-hour service promise that led the way for all future work.