Shawn Stanyer is a customer experience and marketing leader with over 20 years of cross-industry experience spanning telecoms, finance, technology, and government sectors. From working on the frontlines to leading strategic transformation, his journey has always centred around one question: How can we make things simpler, smarter, and more human?

Driven by curiosity and a belief in doing things differently, Shawn has led diverse teams, built systems that cut through complexity, and helped organisations reconnect with what truly matters, their customers. He’s equally at home designing CX strategies as he is testing new tools or questioning outdated ways of working.

This book was born from real-world frustrations and the conviction that there must be a better way. It’s a reflection of the lessons, patterns, and breakthroughs gathered across two decades, and an open invitation to reimagine how organisations can truly work