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I have delivered many challenging Customer Experience Change Programmes (impacting directly over 10m and indirectly over 600m customers) several of which included double-digit performance enhancement. I hold a PhD and have published four books on CEM & BPM. My approaches are acknowledged as Thought Leadership and are used in a number of organisations around the world today.

I believe that the most dramatic transformations to an organisation’s Efficiency and Performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture and Innovation. This requires leadership and commitment, both of which I provide expertise in. 

I WORK WITH & SOLVE THESE TYPES OF PROBLEMS:
♦ Board Member & C-Level Leaders looking to achieve a significant improvement in Customer Experience and Loyalty
♦ Top Executives who need Voice of Customer Programme & Customer Advocacy Expertise
♦ Business Leaders who want to Maximize Results & overcome common Customer Experience Challenges
♦ Business Owners who need an Expert to Deliver Dramatic Transformation in Organization’s Efficiency, Profitability&Performance through World-Class Customer Experience

WHAT I DO:
♦ Improve the Customer Experience your Company provides to a World-Class Standard
♦ Lead Turnkey Customer-Centric Change Initiatives from Concept to Practical Delivery 
♦ Support the Building of Customer-Centric Innovation Culture 
♦ Design and Implement High-Performing Voice of Customer Programmes
♦ As a Certified Customer Experience Expert, I create strategies to improve Business Efficiency, Profitability, and Performance

I am a regular contributor as a Keynote Speaker to C-level roundtables, MBA courses and International Conferences globally. I deliver practical expertise in Customer Experience Management, Principles of Leadership, and Innovation and Change.

Global Region

  • United Kingdom