Chair, Customer Xperience Alliance
I am a globally recognised expert in Customer Centricity and Customer Experience, with over four decades of experience in the consumer-facing industry. Passionate about driving positive change for both consumers and brands, Iโve transformed the customer experience landscape by leading multichannel operations for renowned brands like Burberry, Ted Baker, and Harrods, as well as scaling and selling the global e-commerce agency Practicology. This journey has provided me with a deep understanding of customer behaviour and the strategies needed to meet their evolving needs.
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๐ ๐๐๐๐ฒ๐ฟ๐ ๐ฆ๐ต๐ผ๐ฝ๐ฝ๐ถ๐ป๐ด & ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ผ๐๐ฟ๐ป๐ฒ๐ ๐๐ป๐ฎ๐น๐๐๐ถ๐
I provide in-depth mystery shopping (in store & online) and end-to-end customer journey analysis, uncovering critical insights that help businesses enhance every touchpoint.
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I have served as a trusted advisor to renowned brands such as The Scout Store, The Mayborn Group, In Kind Direct, Wiggle, White Stuff, Clearpay and Marketplacer.
๐ฃ๐ฎ๐ฟ๐-๐ง๐ถ๐บ๐ฒ ๐๐ต๐ถ๐ฒ๐ณ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ข๐ณ๐ณ๐ถ๐ฐ๐ฒ๐ฟ
As a part-time Chief Customer Officer, I offer the strategic expertise of a senior executive, working closely with leadership teams to develop customer-centric strategies that drive loyalty, retention, and long-term success without the need for full-time commitment.
๐๐ฑ๐๐ฐ๐ฎ๐๐ถ๐ผ๐ป & ๐ง๐ต๐ผ๐๐ด๐ต๐ ๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝ
I developed the Mini MBA in Customer Centricity with the Oxford Professional Education Group, empowering businesses globally. I also offer โMini MBA in a Dayโ workshops, delivering actionable insights and equipping leadership teams with the tools to thrive in a customer-first world.
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As a sought-after global keynote speaker, I share insights on customer centricity and business transformation, helping brands like Toyota, Haelon, Specsavers, Pandora, Adobe, and Meta on their customer-centric journeys.
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If you’d like to collaborate or learn more, feel free to reach out via DM.
