Customer experience is one of the most talked-about areas in modern business, but despite the buzz, many organisations still struggle to translate it into meaningful, measurable impact.

In this episode of Stopgap Talks, host John Hunt is joined by Charlie Sim, Partner at The Foundation, for a practical and thought-provoking conversation on what good customer experience actually looks like - and why so many businesses get it wrong.

Drawing on his experience helping organisations become truly customer-led, Charlie shares how companies can move beyond surface-level CX initiatives and embed customer thinking into the way their business operates, from strategy and structure through to day-to-day decision-making.

Together, John and Charlie explore the realities behind “customer-led growth”, unpacking the common mistakes organisations make, how different business models shape CX thinking, and where responsibility for customer experience should really sit.

In this episode, we discuss:

• What “customer-led growth” means in practice, and how it drives better business outcomes
• The most common mistakes organisations make when trying to improve customer experience
• Why CX often fails to move beyond presentations and into real behavioural change
• How different operating models (product-led, brand-led, sales-led, etc.) shape the way companies approach CX
• Where customer experience should sit within an organisation, and why it works best as a cross-functional effort
• A real-world example of a CX transformation project, what changed and what made the difference
• Charlie’s career journey into CX, and advice for marketers considering a move into the field
• The key skills and experience needed to build a career in customer experience today

Whether you’re a marketing leader looking to strengthen your organisation’s customer focus, or a professional curious about moving into CX, this episode offers clear, practical insight into one of the most important - and often misunderstood - areas of modern business.

Connect with our speakers:

John Hunt, Senior Consultant, Stopgap Recruitment. Connect on LinkedIn: https://www.linkedin.com/in/john-hunt-2562ab4/

Charlie Sim, Partner, The Foundation. Connect on LinkedIn: https://www.linkedin.com/in/charliesim1/

✨ Follow Stopgap Talks for more open, practical conversations on marketing, customer experience, and building high-performing teams.

In a world where AI is reshaping the recruitment landscape, one question keeps coming up: what happens to the human touch?

In this first roundtable episode of Stopgap Talks, our Leadership Team explore why human connection is still the most powerful part of the recruitment process; for candidates, for clients, and for the long-term health of employer brands.

Together, they dig into:

• Why they chose recruitment in the first place
• What they love about working with candidates and clients
• How AI is helping and where it’s harming the hiring experience
• Why conversations reveal more than any CV or algorithm ever could
• And how human insight strengthens employer brand and improves hiring outcomes

From understanding personality fit and motivations, to guiding clients through market trends, to helping candidates navigate interview highs and lows, this episode is a reminder of why recruitment, at its best, is both a craft and a partnership.

If you’ve felt the frustration of “the silent process”, struggled with AI-driven screening, or simply miss speaking to a real human during job searches, this episode is for you!

Stepping away from your career to have children can be one of the most meaningful and life-changing experiences — but returning to work afterwards often brings a mix of emotions: excitement, uncertainty, and sometimes, self-doubt.

In this Stopgap Talks episode, hosts Sarah Windsor and Zoe Vannozzi open up an honest and compassionate conversation about what it really feels like to return to work after maternity leave — and how both employees and employers can make the process smoother, more supportive, and more empowering.

Drawing on their own experiences and years of helping marketing and creative professionals navigate career transitions, Sarah and Zoe explore everything from the practical steps to take before you go on leave, to the emotional adjustment of returning to a new version of working life.

In this episode, we discuss:

• What to prepare before going on maternity leave — from policies and finances to planning your return
• How to manage the confidence dip that often comes with re-entry into the workplace
• The importance of flexibility and open communication between employees and employers
• Practical tips for balancing new parenthood with professional ambition
• How hybrid and flexible working have reshaped what returning to work can look like
• The positive side of change — how maternity leave can spark reflection, reinvention, and personal growth

Whether you’re planning maternity leave, returning from it, or managing someone who is, this conversation offers real insight, empathy, and practical advice to help you navigate one of the biggest transitions in modern working life.

Connect with our speakers:

• Sarah Windsor, Principal Consultant, Stopgap Connect on LinkedIn
• Zoe Vannozzi, Lead Consultant, Stopgap Connect on LinkedIn

✨ Follow Stopgap Talks for more open, practical discussions about marketing careers, leadership, and life at work.