Stephen Hewett

Member Since: 16th Oct 2018
As a Fellow of the Institute of Consulting & a Certified Customer Experience Professional (CCXP) Stephen's extensive work with commercial clients and with Central and Local Government has given him experience in a wide variety of industry sectors. Stephen has written 3 books about customers and employee engagement and is a regular speaker. He formed iCustomer early in 2016, having worked for Charteris for 12 years. Before that, he worked at John Lewis, where he was Development Manager, Research & Expansion where he was responsible for the development of John Lewis first e-commerce websites & its new insight department. Before his work in retail, Stephen enjoyed a career in aviation, where he held both management and flying roles. As well as his passion for business and the customer he is a keen reader of Science Fiction and a poor, but enthusiastic amateur photographer.
Global Partner Internal Consulting Group - ICG
24th Jun 2022
Customer-centricity is too costly and disruptive
Are you satisfying the needs of your customers to a remarkable degree? Many survey results refer to the current poor state of the customer...
Loyalty
17th Oct 2018
The end of NPS? Why it's time to measure your customers' needs instead
Net Promoter Score has been a valuable metric for customer experience leaders, but many argue it is fundamentally flawed. It was Fred...
Loyalty