Throughout his years working as a journalist, Adam has been renowned for delivering quirky angles, insights and stories, often drawing on personal experience. One such feature arose when, while working on a trade publication for mortgage brokers, he came to refinance his own mortgage, and used this personal experience as a chance to provide real-world customer insights for his readers.

Developing the theme of a Whodunnit in terms of the best customer service and experience, Adam analysed his experience as a prospective customer with various lenders and brokers and presented the findings in a seven-page print feature. The entertaining yet informative feature allowed his audience to see their own and their competitors’ offerings through the eyes of customer, providing valuable insights into how they could improve and sustain their service offering.