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   London calling
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   Elevate CX, London, and The Knowledge as it applies to you
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                      Elevate CX, London
                     </h1>
                     <h3 style="font-size:17px; margin:0; line-height:175%">
                      October 31, 2025, Holborn
                     </h3>
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                      It’s time to get your ticket (free using the blue button below) to join me for
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                       Elevate CX
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                      , a day that will surely be encouraging, maybe confronting, definitely engaging, and chock full of connections.
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                      I’ll be doing some readings from a definitely-real book I found called “
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                        The Secret Diaries of Jordan Taylor: Support Pro / 2015-2025
                       </em>
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                      ”. Jordan’s sure got some things to say about the support world.
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                           Grab your ticket now!
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                      Mornington Crescent
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                      I’ve been thinking about London in the run-up to this event. It’s an old city grown haphazardly over centuries; A maze of twisty little passages, all alike that's tricky to navigate.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Not so tricky for people driving an iconic London black cab, who spent years studying
                      <a data-hs-link-id="0" data-hs-link-id-v2="L2/aptZP" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       The Knowledge
                      </a>
                      , an exhaustive list of streets and landmarks around the city, in order to earn a “green badge” and ply their trade anywhere in the Greater London area.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Why would you spend years painstakingly memorising information that your phone already stores alongside Wordle and the app you had to download once to pay for parking in a city you will never return to? Well, one answer is that you wouldn’t. Today
                      <a data-hs-link-id="0" data-hs-link-id-v2="7GXWzNvN" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       there are 6,000 fewer green badge licenses than in 2015
                      </a>
                      .
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Technology has made some of the cabbies' knowledge less valuable, because it is no longer scarce. An Uber driver with a smartphone will get you where you need to go perfectly well, and probably more cheaply (if
                      <a data-hs-link-id="0" data-hs-link-id-v2="FgAscpTY" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       in dubious legality
                      </a>
                      ) most of the time. How can black cabs compete with that?
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      One way is by delivering additional value. Not just transport from point to point, but knowing the most interesting or efficient route for a given customer, or by identifying an address from vague “big red door near a place with columns” descriptions, or stopping by
                      <a data-hs-link-id="0" data-hs-link-id-v2="jqd8hJgj" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       the blue plaque celebrating the namer of clouds
                      </a>
                      .
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Another way is through reliability and confidence. An official black cab signals skill and knowledge that builds customer trust, and promised a safe, regulated service. The brand stands for expertise and for London, and for many travellers that’s an experience worth paying more for.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      It’s not clear where the decline in numbers will stop in this transition from protected industry to one crowded with competitors who do not operate by the same rules. Modern black cab drivers augment their brains with technology for ride hailing, live traffic information, and payment, so I suspect they will be around for a long time yet.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      In the customer service industry it’s generative AI that is the new, cheaper option. There will be many cases where an AI answer will be perfectly serviceable, and those cases are growing month-on-month.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      But you, Sarah, are a black cab driver of support, not a mere talking bunch of Google search results. You bring your empathy, experience, judgement, and skill to bear on specific customers with particular needs, and help them have a better experience.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Yes, there may be fewer people like you, per team, than there used to be…but you will offer service that is worth paying more for when it matters most.
                     </p>
                    </div>
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                         Help Scout
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                    <!-- Two tables here to manage the address area and social media graphics -->
                    <!-- Table one has the address, unsubscribe and view as webpage links -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 76.2%; min-width: 300px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-address" style="word-break:break-word; padding-bottom:30px; color:#314351; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        68 Harrison Ave Ste 605
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                        PMB 78505  •  Boston, MA 02111
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                        <a data-hs-link-id="0" data-hs-link-id-v2="81KQq4Z5" data-viewaswebpage="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
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                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-top:20px" width="100%">
                    <!-- Three tables to manage the Scribble image, Made by... and the copyright text -->
                    <!-- Table one has the scribble image (Commented out for Evolution Project)
        <table role="presentation" border="0" cellpadding="0" cellspacing="0" align="left" style="margin-top: 4px; width: 10%; min-width: 60px; border-collapse: collapse;">
          <tr>
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                <img src="https://fs.hubspotusercontent00.net/hubfs/2760806/hs-scribble.png" alt="hs-scribble" loading="lazy" width="222" height="61" style="height: 15px; width: auto;">
              
            </td>
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                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 67.3%; min-width: 310px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-madeby" style="word-break:break-word; padding-bottom:10px; color:#405261; font-weight:600; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
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                    <!-- Table three has the copyright text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" class="hs-footer-copyright-table" role="presentation" style="min-width: 120px; width: 32%; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-copyright" style="word-break:break-word; padding-bottom:10px; color:#405261; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
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  /* data-ogsc tag targets Outlook email clients */    
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        color: #A7B3BE;
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    [data-ogsc] .hs-footer-address-wrapper {
        border-bottom: 1px solid #000000;
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  /* Tweak the padding up on screens larger than 600px */
  @media all and (min-width: 600px) {
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        padding-bottom: 40px !important;
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    .hs-footer-copyright {
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          <!--[if gte mso 9]></table><![endif]-->
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