CX Stories

A Shot in the Arm: In Defence of the NHS

The one where my arm goes numb

Dec 12, 2024

November 2024

Sorry Seems to be The Hardest Word

The one where I get put back in my box

Nov 28, 2024

Read My Mind (and Save a Fortune)

The one where I get sick on the plane

Nov 14, 2024

October 2024

CX Agony Uncle: Three Stories on Transparency

The one where we get to see behind the scenes

Oct 17, 2024

Case Study: In Defence of Center Parcs

The one where I go into the woods at night

Oct 3, 2024

September 2024

No Time to Waste

The one where the front of the house falls off

Sep 19, 2024

From Five-Star Hotel to Feedback Epidemic

The one where they really want to know what I think

Sep 5, 2024

August 2024

If the Schuh Fits

The one where I have a hole in my boots

Aug 8, 2024

July 2024

📸 Some Things Don't Change: A Photo Essay

The one where we go back in time

Jul 25, 2024

You Get What You Pay For

A few weeks ago, PrettyLittleThing courted controversy by announcing the closure of some customer accounts.

Jul 11, 2024

June 2024

The Myth of Speed

The one where we all need to slow down a bit

Jun 20, 2024

The Problem Problem

The one where I get a pen fixed to avoid social embarrassment

Jun 6, 2024