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
17th Oct 2018
Net Promoter Score has been a valuable metric for customer experience leaders, but many argue it is fundamentally flawed. It was Fred...Loyalty