CX Stories

From Boardroom to Bedlam: What Jason Manford’s Hotel Nightmare Teaches Us

Plus my book now out on audio

Jul 3

June 2025

🚨 The Human Experience Audiobook: Out Today 🚨

An out-of-routine and very short CX Stories today, just to let you know that The Human Experience book (have I mentioned I’ve written a book?) is out…

Jun 26

Broken Doors, Smashed Laptops, and Why the Moments that Matter, Matter

The one where everything gets smashed

Jun 19

PSG Win the Champions League - But Forget Who They're Really For 🏆

The one where I take a tour behind the scenes

Jun 5

May 2025

Case Study: One Phone, Two Hours and a Lesson in Prevention

The one where I get in a hotspot of bother

May 22

👻 The Strange Rise of Service Avoidance

The one where I get ghosted

May 8

April 2025

Enemy in Paris: The impossibility of the French Metro system (and why you still need humans to help)

The one where I get trapped in France

Apr 24

56% of leaders haven’t spoken to a customer in over a month 🤐 - New Report

A survey about surveys

Apr 10

March 2025

Tesla, Tribalism, and the Myth of Customer Loyalty

The one where I get a bit serious

Mar 27

Case Study: Fake Airpods, dodgy dealers, and a brilliant eBay experience

The one where I'm a bit stupid

Mar 13

February 2025

Simpler, Better, Faster, Colder: How AI is Changing Customer Experience

The one where I reluctantly wade into the AI argument

Feb 27

The Curse of Knowledge

The one where I short-circuit the house

Feb 13