Member Since: 13th Jul 2011
Claire helps organisations drive shareholder value by delivering better experiences for customers, employees and partners.
A globally recognised Customer Experience and Customer Success expert with >20 years experience driving innovation in use of insights, behavioural economics and technology to empower decision making and accountability across the enterprise.
Working as both a consultant and in-house leader, Claire has lead companies to empower everyone to be accountable for improvement, motivate individuals to do something differently and predict/monitor business impact.
CX Innovation and Consulting OCX Cognition
5th Jul 2021
We’ve been talking about data overload for a long, long time. A montage of my conference presentations over the past decade or more would...Voice of the Customer
18th May 2021
Are you tired of hearing about how COVID-19 is changing the business world? Are you tired of hearing about the customer data lake that is...Voice of the Customer
26th May 2020
Customer experience is always important, but it is times like these where really understanding your customers is of paramount importance...Voice of the Customer
25th Jan 2019
Staff hold many valuable insights into the customer experience. So here are some tips on how to gather Voice of the Customer through your...Voice of the Customer
12th Sep 2018
While Nudge Theory can be used to drive change from customer experience management programmes, it is easy to mis-use it to ‘twist’ customer...Engagement
3rd Aug 2018
Business-to-business organisations shouldn't just replicate the customer experience programmes of business-to-consumer organisations, as...Engagement
15th Sep 2017
Today’s customers come in all guises, and organisations beyond the consumer heartland of customer experience are beginning to realise this...Voice of the Customer
25th Nov 2016
Virtually every business now has a line in its mission statement declaring its commitment to being a customer-centric company. “We put the...Voice of the Customer
8th Jul 2016
A well-designed and executed Voice of the Customer programme is at the heart of any customer experience endeavour. But a VoC programme does...Voice of the Customer