I'm Michael Howlett. I've spent my career at the practical end of customer experience.

I do the work, then I write about it.

Not strategy decks. Not frameworks dropped from above. The part where you have to make it work inside a real organisation, with real constraints, and real people who have other priorities.

For years I led the CX function at a regional bank. I built the VoC program, the NPS closed-loop process, the exec dashboards, the governance. The stuff that doesn't make it into conference talks but that determines whether CX is a real capability or just a slide.

What I kept noticing was how much smaller businesses were flying blind. No research team. No feedback system. No clear picture of what their customers actually experienced. They knew something was wrong, they just couldn't name it.

That's why I started Behaving. To give small businesses the kind of customer understanding that big organisations spend a lot to get. A clear picture of why people are leaving, where the experience is breaking down, and what to fix. In a form that's actually useful, not a deck that sits in a folder.

Financial services is where I have the most depth. But if you're outside financial services and what I do sounds relevant, I'm happy to have a conversation.