Frenchgate Shopping Centre welcomes over 17 million visitors a year and the customer experience is at the heart of what we do, it’s part of our DNA. The LSH and CXEI partnership has allowed us to safely observe and delve into the service that we offer. Charlie’s dynamic, vibrant and practical style engaged the whole of the team. The training was relevant and demonstrated great examples of where we are to date and has provided us with a new and enhanced perspective. The training has made a significant difference to the team and ultimately to the service that we all offer.