So… welcome to Gold & Gaps

I've been meaning to start this for a while, and now, finally, we’re live.

Gold & Gaps is where I unpack what’s really going on in Customer Experience (CX). The wins. The misses. The patterns we ignore. The ideas we’ve overhyped. The practices we’ve underinvested in. The things that work—and the ones we keep pretending do.

Why “Gold & Gaps”?

Because every experience has both.

You know that moment when an app intuitively guides you through a complex task? That’s Gold.
That checkout page that still fails two years after you first used it? Gap.
That product that’s 90% there, but keeps losing people at onboarding? Gap.
That airline app that updates you in real time and lets you pick your meal? Gold.

You get it.

Too many CX conversations stay on the surface—polished, safe, and disconnected. And the ones that don’t? Packed with jargon that no real person can understand.

Gold & Gaps tells the full story, not just the shiny parts, but with simplicity, because delivering exceptional experiences isn’t rocket science.

Who is this for?

If you care about how people experience your product, service, or brand, this is for you. Founders, product managers, CX teams, marketers, ops leads, frontliners.

Also: anyone who has ever wanted to scream “Can I speak to your manager?” but settled for a review instead.

Whether you're building better experiences or surviving broken ones, you’re in the right place.

What to Expect

Weekly posts, rooted in real-world CX, and packed with insight you can actually use.

• Tear-downs of frustrating experiences
• Patterns and playbooks (especially for African businesses)
• Effective solutions that truly work
• Models and visuals that are clear and logical

No fluff. No “journey orchestration” jargon. Just plain-spoken stories about how experiences land, and how to make them better.

If You’re Still Reading…
Thank you.

Stick around. Share what resonates. Send in your stories.
This isn’t just a publication. It’s a small rebellion against bad service and lazy systems.
We’re here to fix the gaps, celebrate the gold, and help you deliver exceptional experiences.

— Ìyanulolúwa
Founder, Gold & Gaps

Let’s get into it.