Gerry chats with us about some of the work he has been doing over the past 18 months, supporting organisations who have not traditionally seen their users as customers, the new world experience of facilitating virtual conferences, and his frustration with the state of customer service in the UK right now.

We hear about the importance of maintaining human connection in a digital world and how so many businesses are getting this wrong and seem to be unaware of how bad they actually are, how customer expectations fundamentally haven’t changed, and how as a CX profession we have to do more.

We hear about the sporting influences on his life, being the oldest runner at his local park run, his Iron Man Triathlons, and the importance of being fit for life.