Member Since: 26th Nov 2020
Rachel is the Founder and CEO of The Experience Corporation. The company helps organisations of all sizes to create meaningful, profitable and wonderful customer experiences. This is done through online training programs, consulting and free resources.
Rachel has over 14 years of experience working in professional CX roles including a role at Santander bank and a 7 year career at The U.K's Financial Ombudsman Service. Rachel has created customer experience training programs for the NHS, non-profit organisations and a team of London Concierge staff.
Rachel has been featured on CX Magazine and the Female Entrepreneur Association sharing her expertise on how to improve customer experience.
Founder & CEO The Experience Corporation
5th Jun 2023
Why are Black and minority people so underrepresented in senior CX positions?
There has been a shift in recent years where organisations have started to pay more attention to racial equity and diversity within the...Loyalty
15th May 2023
How to maximise the financial impact of your CX programme
Most of us would agree that we are in uncertain financial times with the collapse of major banks , the cost-of-living crisis, and job cuts...Management
2nd Aug 2021
Six UKCSI trends that highlight where customer satisfaction is being won and lost
The latest UK Customer Satisfaction Index from the Institute of Customer Service is arguably one of the most telling since its inception,...Management
16th Dec 2020
The role of complaint management in customer experience improvement
How good is your complaint management system? The Financial Conduct Authority (FCA) reported in the second half of 2019 that a staggering 6...Management