John Sills is an expert in Customer Experience. He’s written a book and runs The Foundation, a leading Customer Experience consultancy.

He’s worked in transport just enough to understand our world, but not enough not to be able to look in as an outsider.

Today’s episode is all about what an organisation needs to do to deliver an outstanding customer experience.

Last month, I hosted a special webinar for Transport Focus on Customer Experience in GBR.

Specifically, what will it look like if GBR is a customer experience disaster - and how do we stop that from happening?

The specific goal was to avoid that happening by having the difficult conversations we need to have now, so we don’t need to have them then.

As I was hosting it, I thought my Freewheeling Podcast listeners would love it, so here it is!