James chats with Peter Lavers, the co founder and director of Customer Attuned Limited, an expert and IBM futurist in CRM and Customer Experience Management. He is recognised as a top influencer in that subject.They discuss quality at Rolls Royce and Bentley, getting the basics right, channel shift, managing transitions, managing trust and values driven business. Contact Peter:Web: customerattuned.comTwitter: @peterlaversLinkedIn: linkedin.com/in/peter-lavers-611b79