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.

I've spent fifteen years in banking and digital products, most of it working out why customers behave the way they do. I've built feedback programs and done the unglamorous work of getting findings in front of the people who can fix things. The stuff that doesn't make it into conference talks but decides whether customer experience is a real capability or 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.