<p>What does truly consistent customer experience look like when things don’t go to plan? Charlie Adams, Director of Customer Success &amp; 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. </p><p>To connect with Charlie, head to LinkedIn - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/charleshsadams/">https://www.linkedin.com/in/charleshsadams/</a> </p><p>To learn more about Custom Connect, visit - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.customconnect.com/">https://www.customconnect.com/</a> </p><p>To donate for Charlie's Marathon, visit - <a target="_blank" rel="noopener noreferrer nofollow" href="https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams">https://2026tcslondonmarathon.enthuse.com/pf/charlie-adams</a> </p><p>For more information about Holt CX Consultancy &amp; the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a> or follow Chris on LinkedIn at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/chrisholt82/">https://www.linkedin.com/in/chrisholt82/</a> </p><p>Follow Holt CX Consultancy to learn more on: Contact Centre Consultancy Contact Center Consultancy Nice CXone technical guidance CXone demonstrations Gaining ROI from your Nice CXone investment Contact center strategy My Favourite CX podcast every fortnight Nice CXone specialist Contact center enablement Agent training Team Leader and Supervisor training Contact center optimization AI for CX optimisation Customer Experience consultancy Customer Experience optimization CXone optimization Nice incontact optimization Making the most from your CX technology investment Podcast host CXone training Nice CXone enablement RingCentral Contact Center Verizon Virtual Contact Center #nice #nicecxone #cxone #cxonempower #cx #incontact #customerexperience #incontact</p>