Member Since: 12th Sep 2014
In a nutshell, Ian Williams makes the members of the C-Suite happy.
With over 20 years of customer experience, marketing & consultancy experience, he has helped business leaders and board members around the world smash their way through those annoying and energy-draining functional silos to focus on common objectives. Ian has helped some of the world’s leading brands to see themselves and the world around them in the only way that makes sense.
Ian founded Jericho in 2009, based on the belief that Customer Experience Management can make a real difference. Now considered to be a thought-leader within the Customer Experience arena, Ian has helped to create clarity and perspective in the murky waters of today’s still embryonic CX world.
As a business transformation specialist, Ian prides himself on not only working with companies to define world-beating strategies, but also on making them happen; and more importantly making them stick. His unique perspective on the concept of value has helped many organisations in many different sectors to successfully align their Customer Experience goals with improved top and bottom line performance.
Managing Director Jericho
20th Jan 2021
Yep - we say that the map is not the point of journey mapping, it's a by-product. The point is the identification of issues and opportunities that form the basis of future transformation efforts.
12th Apr 2017
I would argue that cultural change needs to go even deeper than this. Bringing about true transformational change in culture requires a refocus towards absolute customer centricity. If you want to make it work and make it stick, it takes more than sacking the CEO and/ or board. Employee engagement comes from absolute ownership of the transformation on the front line. Lead from the top, change from the bottom. And not just lip service...