I have been helping organizations of all shapes and sizes to deliver improvements to the experience they give their customers since 1996.
In the mid Nineties, the focus was on call centre operations with organizations throwing money at CRM systems in the hope that would ‘fix’ customer experience. As the years have passed, so the thinking has evolved and people have now cottoned onto the fact it takes more than people, process and systems improvements. Rather, CRM is an attitude – a way of doing business.
As a recognised subject matter expert on matters CRM and customer experience, I most recently completed almost 7 years working for Virgin Media, the first provider of all four broadband, TV, mobile phone and home phone services in the UK. 2014 sees me taking on a brand new role in the software industry.
One of my loves is public speaking. As an established public speaker and member of the Professional Speakers Academy, I look to share my experiences with your audience to help you motivate and mobilise your team to deliver customer experience improvements more effectively. Previously, I have spoken at a number of industry leader conferences in North America, South Africa and Europe. Also, I have acted from time to time as a guest lecturer.
For several years, I was a member of Gartner’s Advisory Panel for their annual European Customer Strategies and Technologies Summit. The role involved supporting the Gartner team refining the agenda, content and selecting keynote speakers for this flagship CRM event each year. Are you too organizing a CRM or customer experience event and would you benefit from an independent subject matter expert’s point of view? Then contact me today.
Grow your business by reducing churn and increasing advocacy
If you operate at the forefront of your market and if you need a catalyst to work with your stakeholders to define what the next steps look like on your customer experience journey, why not drop me an email. I have helped clients establish their ‘voice’ in Social Media channels like Twitter and I have worked together to define how these new channels fit into an overall multichannel customer contact strategy with the aim of reducing churn and improving customer advocacy and NPS scores.