Specialist in Serving The Customer Better
Customer experience (CX) is especially difficult to see because it spans across multiple areas of a business, happens in the customer's minds, and it's often complex.
CX is where being able to easily and clearly see the invisible, or abstract, is a superpower.
Role & Scope
I work with management teams, or within project teams, with colleagues and/or other stakeholders. I lead investigations into the reality of how well the business is serving the customer. Based on the analysis, I identify and design solutions…
- As part of a project, or stand‑alone assignments
- For all, some, or one of these:
- Customer experience/journeys
- Propositions, including own‑brand development
- Market and customer strategy
- Customer communications (Associated with journeys and/or propositions for example).
- Answering a single question, or analysing a concerning area, channel or segment (customer, customer experience). Or the scope can be wider: customer, market, and/or communications strategies, and/or the entire end-to-end customer experience
Approach
- Working on‑site, remotely, or using an optimal mix of the two
- Using workshops, interviews, and engagement sessions to uncover reality
- Combining multiple qualitative and quantitative insights into a single view – i) data, ii) behavioural research, and iii) real world information
- My high collaboration, transparent, co-creation methodology delivers the clearest integrated view the business has ever had
- External stakeholders and partners voices, such as suppliers and advisers, can be included as appropriate
- All delivered in a form that makes management decision‑making easier
Customer Experience Services ↓