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…

My Dad used to collect old newspapers.  Well, I guess to him they were just newspapers. But now they’re pretty old. As much as I enjoyed seeing how the stories…

You know that thing where you’ve been thinking about something, and suddenly you see it everywhere?  Like if you’re thinking of buying a new car, say a dark grey Volkswagen,…