Jeremy is the founder of CX-Create. He is recognized by major CX vendors, clients, and former colleagues as a leading thinker in customer experience and engagement. Formative experiences in the 1990s at IBM convinced him of the critical importance of understanding the business world from the outside in. These insights were put to practical use in his former roles as a principal CRM consultant at KPMG Consulting and as an independent consultant supporting public and private sector organizations.

Over the last eight years, Jeremy was Principal Analyst Customer Engagement Strategies & Platforms at Omdia (formerly Ovum). He led research and insights into customer engagement strategies and advances in customer engagement platforms (CEPs) and their potential for creating an environment for a positive customer experience.

He helped enterprises develop the right, strategic approach to improve the customer experience measurably. As an example, his unified approach enabled a not-for-profit organization to eliminate departmental barriers by changing how they had deployed Microsoft Dynamics 365. Increasing productivity at lower cost and improving the work-life of employees.