"Organisations cannot afford to jeopardise the satisfaction of their existing customer base"

"Never was a truer word spoken. Or, in this case, written."

"It will get a whole lot worse before it gets better."

"So begins one of Inside Out’s most protracted and outrageous tales"

"During budget time is where these executives put the money where their mouths are. Clearly, it is not with the customer experience."

"Now and again I find that things just pile up and a massive clear-out is required."

"Fascinating to those of us concerned with customer service will be some of the words which young Ammon tells us about, because they could easily become a regular feature of our conversations with contact centres."

"The self service model Mr Price advocates, and many organisations seek so desperately bears some major flaw. Self service is the ultimate commodity accelerator of every business."

Exclusive comment from Martin Hayward, Director of strategy and futures, dunnhumby

"Berwick loves the NHS and is a self-confessed romantic about the National Health Service"