In a volatile, highly competitive business environment, organisations need to do more than just provide great customer service. They need to provide a great customer experience. But what exactly is CX and what does it mean for L&D?  This week on the GoodPractice Podcast, Ross D is joined by Owen and River Island's Mike Collins to discuss how L&D can contribute to the customer experience. If you'd like to share your thoughts on this episode, you can find us on Twitter @ross__dickie @owenferguson and @Community_Mike. To find out more about GoodPractice, visit goodpractice.com or tweet us @GoodPractice or @GoodPracticeAus. You can watch the Jimmy Kimmel video Owen mentions on YouTube.