Designing customer experiences to create competitive advantage, drive revenue and build brand affinity
I am an independent customer experience transformation leader working with clients to build inhouse CX capability for growth and impact. For over 25 years, I have become synonymous with creating value for organisations and is why executives respect my strategic expertise, attention to detail and ability to execute.
My unique perspective is shaped by four key competencies: service design, strategic communications, behavioural science and breakthrough facilitation.
The first half of my career was spent in creative agencies, delivering large-scale digital CRM projects for major brands. Since starting my own consultancy in 2007, I have been at the forefront of the evolving landscape of CX.
In May this year, I spoke at Forrester’s CX Forum in London on Leadership in CX and my work has been recognised in recent Forrester reports ‘Everyone Needs A Journey Atlas’, ‘Customer Journey Prioritisation tool’ and ‘How to Prioritise Customer Journeys’.
My expertise spans Financial Services, Insurance, Pensions, Life, Wealth, Healthcare, Energy, Biotech & Telcos.
Do you need an experienced CX strategist who...
Has a deep understanding of the crucial role technology plays in shaping CX, enabling companies to provide more personalised, efficient, and convenient experiences for their customers.
Has a strong business acumen and understands how CX drives growth.
Commits 100% to you and your team, working closely with stakeholders to ensure CX improvements are aligned with the overall business strategy.
A Unique Perspective
For over 25 years, I have become synonymous with creating value for organisations which is why executives rely on my expertise, attention to detail and ability to execute.
Testimonials
Multi-industry clients on how I have unlocked incremental value and delivered to their bottom line.