Member Since: 26th Aug 2021
The over-arching focus of John's work over 30 years has been in the area of customer led change. He is passionate about customer experience as a strategy to drive customer loyalty, employee pride and profitable growth. He believes that every successful customer strategy needs to focus first on the people within the organisation in order to build a high performing, customer first culture.
Through cp2experience John has worked with clients in the UK and internationally to improve their customer experience in order to drive employee advocacy, customer loyalty and profitable growth. Cp2experience has significant experience in B2B and B2C with recent assignments in retail, financial services, insurance, telecoms, hospitality and technology. Clients include Primark, Sainsburys, Permanent TSB, Allied Irish Bank, O2, Telefonica, Symantec, Qtel Group, Norton, InterContinental Hotels Group, HSBC and BNY Mellon.
John's experience has enabled him to combine senior line management roles with that of a consultant/board level advisor. Prior experience was at Forum – a $60m turnover customer experience consulting and training firm. John held the roles of Senior Client Director, Head of Sales & Marketing and Chief Executive of Forum Europe.
Before Forum, at British Airways John was involved in the company's transformation from an engineering led to a customer and people led business. John held senior line management roles in Customer Services, Marketing, Strategy, UK&I Sales & Distribution and World Sales.
John has a BA (Hons) in economics an MBA and is a CMICS
Chief Executive CP2 Experience
31st May 2023
How to overcome challenges in your ‘Dear CEO’ letter
Many of you will have already seen the FCA's recent 'Dear CEO' letter about implementing customer duty. After reviewing some firms’ plans,...Strategy
12th May 2023
‘Sea of sameness’: How to truly differentiate your CX programme
Let's not waste any time. ‘Sea of sameness’ was originally used to describe the more or less generic offerings by resorts in the early...Loyalty
8th Sep 2022
How can we sustain customer loyalty as the cost-of-living crisis grows?
What’s going wrong with the UK services sector? As I ended last week as Mr Angry, having had bad experiences with my bank, utility provider...Loyalty
28th Jul 2022
How to make customer experience the cornerstone of a merger
Virgin Media O2 (VMO2) recently celebrated its first birthday after a £31bn merger last June. The deal created one of the UK’s largest...Engagement
30th Mar 2022
Why there's a CX empathy gap and how to close it
We humans are not limited by rational thinking. We can be unpredictable. The decisions we take are weighted by our emotions. We use...Engagement
21st Jan 2022
The inconvenient truth about insurance claims and CX - and what insurers are doing about it
The insurance sector is notoriously low touch. There are arguably only four key customer journeys: taking out a policy, renewal, making a...Engagement
4th Jan 2022
Six customer experience trends uprooting 2022 planning
There are evergreen CX trends like omnichannel, digital, self-serve and personalisation that are part of the strategic fabric of every...Loyalty
29th Sep 2021
Insurance companies are facing a customer loyalty crisis - here's what they should do
The industry is ripe for change. In truth, the circumstances driving sector-wide disruption has been in place for some time but have not...Loyalty