In this episode, we sit down with Charles Weiser to explore what it really means to design customer-centric organisations in today’s data-driven world. From his early career at British Airways to leading CX across banking, telco, and beyond, Charles shares insights on loyalty, the silent dissatisfied majority, and why experience must be viewed holistically. We discuss the tension between regulation and innovation, how AI is reshaping boardroom conversations, and why trust, both in people and systems, remains critical. A thought-provoking look at how empathy, governance, and data intersect to shape the future of customer experience.