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I am a passionate believer in putting the customer experience at the heart of everything any business around the world does. We exist in business to give customers what they want, which in turn will deliver what shareholders want – not the other way around!! As an independent customer experience consultant, I am advising a wide range of companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques/solutions. As Former Head of Group Customer Experience at Shop Direct Group (SDG), I was responsible for building and embedding the customer experience strategy for all retail brands within the SDG portfolio in the UK. Through the implementation of innovative measurement methodologies such as the OMI (operational measures index) and proving it’s link to customer satisfaction measurement through the CSI (customer satisfaction index), I spent over 6 years helping SDG to align improvement in the customer journey to customer experience strategies that benefitted the customer, employee and shareholder. I was a member of the inaugural board of directors of Customer Experience Professionals Association (CXPA). Founded in 2011, The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline. I am also the Associate Customer Experience Specialist for the Customer Contact Association (CCA) – the UKs leading authority on customer contact strategies and operations. A certified Lean Six Sigma Master Black Belt, my involvement in business improvement spans a twelve year period at Brakes Foodservice, Liberata, GE Reinsurance and GE Commercial Finance.

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  • United Kingdom