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
8th Dec 2021
A CX leader with their hands on the tiller in 2021 is not the same leader that they were at the start of last year. The pandemic has tested...Blog
10th Sep 2021
The major UK banks are in denial. In my conversations with bank executives over the past few years I have suggested they should be more...Blog
6th Sep 2021
Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve...Blog