Organisations that find ways to consistently deliver exceptional customer experiences grow rapidly and often go on to dominate regions, markets and sectors. They become the subject of case studies and the envy of competitors who describe their ways of working as the aspiration for their own organisation. They harness the power of exceptionally happy customers who act as advocates and referrers of new business, and through constant and iterative development of this capability, create sustainable success for their customers and their own organisation. Intelligent Linking is a methodology and management approach that can be applied by any organisation to deliver exceptional customer experience. It achieves this by enabling its customer organisations to: • Visualise and understand customer journeys from the customer perspective • Identify and develop the building blocks that underpin exceptional customer experiences • Design and implement ways of working to deliver exceptional customer experience • Develop the motivations, skills and ways of thinking to empower staff to deliver exceptional customer experience • Explore ways to harness the power of customer advocacy to drive rapid business growth • To create a balanced and integrated Digital and Physical approach to delivery.