As a highly regarded customer experience professional and award winning continuous improvement expert, Gordon Morrison is well known for delivering efficiency improvements through people and technology. A keen driver of change who appreciates the need to tailor service offerings across all customer segments, recognising them as individuals across the service provision spectrum. This has most recently been demonstrated for customers being provided with an essential public service -Water. Innovation was key to the success of the customer experience and by working closely with end users who had specific requirements, in this case customers who were visually impaired, he discovered a new world of possibilities.