What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success & Experience at Custom Connect, joins the podcast to talk about why getting the basics right still matters more than ever in CX. Charlie shares his favourite customer experience with Specsavers, exploring how joined-up service, well-trained people and repeatable processes can turn even a flawed outcome into an exceptional experience. The conversation dives into why consistency builds trust, why small details matter, and how great CX is often most visible when things go wrong.

To connect with Charlie, head to LinkedIn - https://www.linkedin.com/in/charleshsadams/

To learn more about Custom Connect, visit - https://www.customconnect.com/

To donate for Charlie's Marathon, visit - https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams

For more information about Holt CX Consultancy & the services offered, please head to https://www.holtcx.co.uk or follow Chris on LinkedIn at https://www.linkedin.com/in/chrisholt82/

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