August 2020 was a month filled with so much promise and excitement at the start of the year. Even at the start of April, I was confident that it would go ahead as normal. By early July, everything hung in the balance.

#LondonWaterloo was billed to be the biggest scene of chaos and distress this summer, outside watching Dunkirk at the cinema. But how has this actually played out, over the period of the redevelopment works?

But despite their unpopularity, large scale projects and smaller-scale (but still disruptive) safety measures are of course necessary. The key thing is how these necessary evils are communicated. A couple of examples from recent studies we have conducted highlight this issue.

We discuss how technology is changing the air travel industry - enriching customer experience and managing services.