Member Since: 20th Sep 2012
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.
13th Aug 2021
How to crack customer profitability analysis
Apart from the financial services industry, profiling customer profit contribution or potential for profit at the individual level is...Data
14th Feb 2019
Why digital transformation is failing CX – and how it can be saved
80% of enterprises across all industries are struggling to make headway with their customer experience initiatives. So what is going wrong...CRM
17th Jan 2019
Customer engagement platforms: What are they and why are they superseding CRM?
CRM in its 2019 guise will be vastly different from the old days when CRM was a system of record providing a modicum of support for sales,...CRM
29th Mar 2017
Forget Brexit - the focus for Brit brands should still be the customer
Last June, MyCustomer covered some of the implications that Brexit could have on customer-centricity. (Read Five ways that Brexit will...Engagement