CEO, Interaction Analysis
I help organisations change outcomes. With 45 years of experience in strategy, transformation, and innovation, I specialize in helping businesses, governments, and global brands understand the mechanics of their culture and experiences—and how to improve them.
Using the most advanced science, tools, and behavioural insights, I analyse your culture, contact centre, or experience ecosystem to uncover opportunities for growth and value creation. I even guarantee results—ask me how. 😎
What I Do:
🚀 Strategy Consultant & Adviser – Guiding global organizations and governments to optimize customer, patient, citizen, and employee experiences.
🔄 Habit-Based Transformation Programs – Blending cutting-edge technology and behavioural engineering to drive measurable ROI.
📊 Customer & Employee Experience Auditor & Designer – Creating data-driven, high-impact experiences.
🎯 Large-Scale Transformation Leader – Spearheading omnichannel CX, AI, and digital innovation for the world’s most iconic brands.
🎓 Training & Capability Building – Designing and delivering programs to empower teams and leaders.
🛠 Business Crisis Management – Helping organizations navigate disruption and drive resilience.
🧠 Behavioral Analysis & Engineering – Applying the latest research to create better experiences.
🌍 Global IT & Culture Transformation – Leading multi-million-pound programs that optimize business culture.
Proven Impact:
✔ Managed & advised multi-million-pound programs, delivering cost-saving solutions worth up to £100 million.
✔ Innovated employee & customer experiences using behavioral science & technology—pioneering empathetic chatbots & omnichannel solutions for 50+ major brands.
✔ Trusted by global brands & governments to create transformative strategies in customer experience, culture, and operational excellence.
✔ Public speaker & trainer, sharing insights on experience design, culture change, and business transformation worldwide.
💡 If you have a challenge you’re trying to solve, let’s connect—I can help.
