After a disastrous family holiday, Justine Roberts realised there was a need that no one seemed to be meeting. A need for parents to be connected to each other, so they could compare notes and benefit from real world learning.

Parent-led care of premature babies in a world that assumed a tech-led approach was needed. A pioneering story about growing confidence that ‘customers’, or at least the parents, really could lead the team to a better way.

Customers running a mobile phone company? Sounds mad, but giffgaff’s success started with customers providing their own custoemr service and later direting buisness decisio-making. All this with giffgaff owned by Telefonica, so interesting for corporates not just start-ups

A vast public sector body with no competition - not the obvious recipe for a customer pioneer. Yet TfL has continually, bravely found a new and better ways to serve people needing to get around the capital city, trusting its workforce, sharing its data and getting energy and direction from its purpose.