Hi, glad to meet you. I have a varied customer experience background, which started in e-commerce digitising music and helping e-tailers engage with customers.
I spent 16 years in customer experience measurement where I was part of a team pioneering online mystery shopping and Voice of Customer SaaS. With the philosophy of "the answers Yes, what's the question?" I then progressed to lead VoC and Mystery Shopping business as part of the Global Management team at Ipsos across EMEA. I continued to innovate and develop solutions to enable organisations to connect their employees and customers and with actionable insights informing company CX Strategies.
More recently, at Paradigm CX, I have helped several brands improve their CX including Yum! Brands in the UK. Here I redesigned and implemented their CX strategy. Re-defining customer care approach and the systems and processes behind the scenes to improve the customer and employee experience.
My experience covers a broad range of industries from, Retail, Hotels, Restaurants, Home Delivery, Financial Services, Energy/Forecourts, Government/Public Sector and FMCG/CPG.
Thanks for reading!