Every now and then, you’re lucky enough to see someone at the absolute peak of performance. Think Usain Bolt in the 2016 Olympics. Lionel Messi in the 2022 World Cup.…

You know what it’s like. One moment, you’re on a Teams call, chatting away like normal. The next, the pole which connects your broadband has been ripped out of the…

The thing about doing what I do is that you spend a lot of time seeing – and being told about – the worst in Customer Experience. It’s an affliction,…

A couple of years ago, the Financial Times reported that Taxpayers (i.e. people) had spent a combined total of 800 years on hold trying to get through to HMRC. 800…

Around 2008, in the shadow of the financial crisis and the glow of this new device called an iPhone, a host of companies launched that redefined their sectors. Uber for…

An unexpected lesson about the importance of building a human culture inside an organisation.

‘Hi, on Saturday we fly home, but want to climb a mountain in the morning. Would we be able to have a late checkout, so we can have showers when…