I was attracted to CX because I wanted to prove that delivering a better deal for customers could provide significant business benefits too. And I was right, it can be a win win.
Since then, I’ve worked across multiple sectors, building distinctive experiences which create more profitable relationships between customers and businesses. At Welsh Water and Nationwide, I developed pioneering customer transformation strategies, helped refine the vision and goals of the businesses which facilitated a change in the culture, reshaping their distribution channels, operational and sales management functions.
Now, I’m the Head of Customer Excellence at HSBC, one of the top five largest banks in the world.
I am also a lead service excellence assessor for the International Institute of Customer Service, a Board Member of the Call Centre Management Association and regularly publish thought leadership pieces. And I speak at CX conferences.
- Initiated the transformation of one of the UK’s leading banks customer proposition. The CX plan will transition its business model and reinvent the value propositions and customer journeys to deliver business growth.
- Transformed Welsh Water from a bottom quartile customer experience business in the utility sector into an award winning one by developing and delivering a step change in its service proposition.
- Led a cultural transformation programme in a telecoms provider that delivered 52% reduction in call volumes, 58% reduction in complaints and 20% improvement in employee satisfaction.