I believe that for an organisation to deliver sustainable organic growth everything an organisation does should start and end with customers’ best interests in mind. Embedding CX and UX is a journey that does not stop and requires organisations to build an effective system and set of capabilities to listen to feedback, learn and continuously act to deliver experience that matches an organisation’s brand promise.
I have worked in the financial services and healthcare sectors for over 25 years at Bupa, Allianz and GE Capital. During this time, I’ve held senior positions at all organisational levels and driven CX transformational change globally across multiple functions including marketing, sales, operations and HR.
Most recently I was the Group Customer Experience & Brand Director at Bupa, a trusted health and care company with 32 million customers across 190 countries.
I regularly speak at CX and operations forums and conferences.
- Global pioneer in designing & implementing an effective NPS system in a complex multi-channel international financial services business.
- Bringing Brand and CX to life to support a leading global health and care business in becoming the most trusted, recommended and loved health and care brand.
- Building core global capabilities and tools to support and enable local business units to embed and sustain CX as part of day to day operations.