Over the last 10 years Carl has been working with senior executives from large organisations exploring all aspects of customer and people experience. In the process he has acquired unique insight and knowledge that continues to grow as it's used to assist others in the understanding of, and driving improvement in customer experience.

Carl has the primary role of developing The QoE’s approach to developing customer experience. His communication skills, particularly in listening and questioning, are key to The QoE. www.theqoe.com

Prior to initiating The QoE in 2005, Carl had been working with large organisations to interpret their brand messaging and deliver end to end marketing solutions. These included the full implementation of exhibitions across Europe, the US and Asia. Adding to his earlier experience in technical sales, this period provided Carl with great insight into the problems these organisations faced and intensified his interest in communication between the different functions of large businesses.

Specialties

Customer experience - people experience - Customer centricity - communication strategy - measurement - empowerment - information technology - business design - psychology of relationships - employee advocacy - business intelligence - change management - the ROI for customer experiencyes