Subscription models are changing in the UK. And frankly, it’s overdue.

07 April 2026

For years, subscription growth has been fuelled by convenience.
But let’s be honest. Some of that growth has also been fuelled by friction.
Hard-to-find cancellation buttons.
Auto-renewals buried in terms and conditions.
Free trials that quietly roll into paid contracts.
The UK is now stepping in to change that.
Under the Digital Markets, Competition and Consumers Act, we’re seeing a reset of how subscription models need to work. And for D2C businesses, this is not a small tweak. It’s a structural shift.

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Customer experience has moved on. Most organisations haven’t.

19 March 2026

The latest UK Customer Experience Decision-Makers’ Guide from Contact Babel is now out and confirms what most leadership teams already believe.

Customer experience is now the primary way organisations compete.

More than half of businesses say it is their main differentiator.

But when you look at how organisations are actually operating, a gap becomes clear.

Customer behaviour has moved on. Most operating models haven’t kept up.

The problem isn’t awareness. It’s alignment.

There is no shortage of CX ambition.

Organisations are investing in digital, exploring AI, talking about personalisation and loyalty. But the same report shows that cost reduction is still the dominant driver behind CX programmes.

That creates a tension that plays out in day-to-day decisions.

Experience is the goal. Efficiency is the pressure.

And customers feel the difference.

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When resilience becomes a warning sign, not a skill gap

13 February 2026

Resilience keeps appearing in conversations with contact centre leaders.

It shows up in development plans.

In training requests.

In survey responses about what teams say they need most.

At face value, that might look like a skills issue. A signal that people need more tools to cope, bounce back or manage stress.

But when resilience rises to the top this consistently, it is rarely a simple capability gap.

More often, it is a warning sign.

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When People Move Along the Thriving–Crisis Continuum, Our Systems Don’t Move With Them

05 February 2026

In last week’s blog, I wrote about the invisible workload we keep adding to contact centre roles.

The extra judgement. The emotional labour. The responsibility that sits quietly alongside scripts, systems and KPIs, but is rarely acknowledged.

Vulnerability is one of the clearest examples of this problem.

Not because it is new, but because it has become normalised.
And because the way organisations respond to it has quietly shifted responsibility onto individuals, without redesigning the systems that surround them.

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