Customer Experience Strategy & Optimisation • Journey Mapping • Customer Centric Change • Insight • CXPA member • Writer
Independent customer insight, experience and strategy consultant. CX expert, mentor and influencer. Part customer champion, part organisation trouble shooter.
A seasoned Marketer, since leaving KPMG Consulting, I helped organisations big and small, B2B and B2C, for clients across the Globe from UK rail/ train operating company, to Global Automotive OEM to US Telecom’s corporation, transform towards greater customer centricity. This entails managing the change required to deliver great customer experience based on data, insight and knowledge (customer, employee, stakeholder, market and company).
Developing a customer and employee experience culture means nailing what your customers really want and responding to that in a way that your people can deliver. Organisational structure, processes, information and insight, people and critically, the overall vision all need to work together in one total customer experience. If just one of these elements is out of kilter, your customer will be too.
Customer Experience itself is a journey - one which needs to be founded on an in-depth understanding of your customers and a desire to build valuable relationships.