What a fantastic response. Thanks to all who posted here, and I think that I have finally begun to understand the concept properly. Especial thanks to John Tullamarine - you really cracked it for me.

Now if I can regurgitate all this at the Cx interview, they may give me a job!!

I've said it before, but this really is a great forum!

Best of luck with the interview .. if you get the job, do ask if I can have one as well ........