Customer experience is one of the most talked-about areas in modern business, but despite the buzz, many organisations still struggle to translate it into meaningful, measurable impact.

In this episode of Stopgap Talks, host John Hunt is joined by Charlie Sim, Partner at The Foundation, for a practical and thought-provoking conversation on what good customer experience actually looks like - and why so many businesses get it wrong.

Drawing on his experience helping organisations become truly customer-led, Charlie shares how companies can move beyond surface-level CX initiatives and embed customer thinking into the way their business operates, from strategy and structure through to day-to-day ...