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o A Certified Customer Experience Professional (CCXP) and consultant
o Specialising in the travel, legal and financial services markets
o Based on an extensive practitioner's career in senior commercial and customer-led roles.
I founded the Empathyce customer experience consultancy to help organisations focus their efforts on improving the right customer experiences by understanding what to do next, why and how.
I operate as an independent customer experience consultant or with associates of a larger business transformation partner such as Custerian. Worked with, or for, some of the largest companies in their respective markets of retail banking, utilities, aviation, travel, legal services and pharmaceuticals.
For example, clients I’ve worked with now have:
+ a customer experience strategy so everyone knows what the priorities are
+ customer journey mapping tools that generate reliable insight
+ strong governance and measurement to bring about the right changes
+ cross-functional support from what were once skeptical stakeholders
+ more effective operations by stopping the things that are unnecessary and unintended
+ highly engaged colleagues who understand the link between customer experience and the bottom line
I coach and host workshops for the skills and confidence to influence an effective customer experience programme.
Chair, speak and facilitate at events on customer experience around Europe, incl World Low Cost Airline Congress, Passenger Terminal and Rail Revenue, and the IQPC customer experience events for travel, retail analytics and utilities. Also for Institute of Directors and Chartered Institute of Marketing. Companion of Institute of Customer Service and member of HiveMind Network.
It’s a privilege when someone asks me to help them - always happy to share thoughts so please feel free to drop me a note and/or connect. Thank you,
+44 (0) 7917 718 072