We often use the term 'customer centricity' – but what does that really look like in practice?

Monzo Bank is well known for clarity - not just in its product, but in how it speaks. And Harry helped make writing it a core business function.

We explore how words can influence culture, shape products, and power customer experience far beyond the marketing team. We get into:

• Why Monzo unified brand and UX writing under one team
• How writing became part of onboarding for every employee, and how they built guidance people actually use
• What most businesses get wrong about tone of voice and guidelines

If you’ve ever argued that “words matter” inside a business, Harry shows you how to prove it.

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