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.

We talk quite a lot about LNER (as you’d expect!) and get into the detail of what it means for leadership and management.

With GBR coming into existence in the next few years, there isn’t a better time to be having this conversation.