Half of UK consumers say customer service feels overly automated, joyless, and exhausting. In this episode of Retail Disrupted, Peter Cross — consultant, speaker, and author of Start with the Customer — joins Natalie Berg to explore how retailers can bring back the human touch. Peter reminds us that "customers would rather wait for good service than get instant bad service," and reveals what leaders must do to build truly customer-obsessed, employee-centric organizations.

Expect insights on:

• The golden rules and cardinal sins of customer service
• How great CX starts with company culture
• The danger of blind faith in technology
• The future of AI, empathy, and human connection in retail

About Peter Cross: One of the UK's leading authorities on customer behaviour, Peter is former Customer Experience Director for John Lewis and Waitrose, and was Mary Portas' business partner for ten years. He is Vice President of the Institute of Customer Service, a global Ambassador for the Retail Trust, and Vice Chairman at the Fragrance Foundation.

📘 Learn more about Peter's book Start with the Customer