Responsible for supporting and helping to create a CX focused global organisation. TeleTech Consulting comprises Peppers and Rogers (Loyalty Marketing),RogenSi (Culture and Mindset), iKnowtion (Data and Insights), Guidon (Service Excellence), Digital, Humanify and contact centre operations (care and growth). In my capacity as Director of CX, focused the direction on the creation of a CX community (CX in Action), thought leadership, building CX delivery capability; the creation of IP (CX maturity assessment and CX assets) and critical channel partnerships in CX.
Bringing together next generation CX partners in Service Design, Service Integrated Relationship Logic, Behavioural Psychology and CX measurement using narrative. Alongside, deep end to end technology partners through digitalisation (humanify, @home) and big data.