Andrew Clayton

Role: Regional Business Advisor

Company: TribeCX

Location: London, UK

Andrew Clayton enables organisations and teams to design the total experience strategy and delivers large-scale customer-centric transformation that differentiates their brands from competitors and significantly enhances their performance.

Andrew is passionate about transforming businesses by bringing their purpose and brand to life. He does this by designing the consistent delivery of human-to-human experiences that earn trust and loyalty from customers, partners, and employees.

Driving customer-centricity is his goal! Andrew will support you in embedding key capabilities, a customer mindset, and consistent behaviours that deliver sustainable, earned growth, and value.

With over 20 years as an active CX professional, Andrew has set up and led global brand and customer-centric transformation programs across the insurance, healthcare, utilities, and banking sectors with brands such as Allianz, Bupa, General Electric, E.ON, and Close Brothers.

Andrew is one of the founding members of the global Net Promoter (NPS) Loyalty Forum and has contributed to several leading books and publications on brand and customer experience.

Andrew is also a keen cyclist, skier, and charity runner and has completed the New York, London, and Munich marathons, the London to Paris bike ride, and the Coast-to-Coast bike ride for Cancer Research UK. He is a Welshman by birth and a proud father to two daughters, one born in Dublin and the other in Munich, while living, working, and studying overseas.

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Key CX Achievements:

  • At Close Brothers, I led a significant shift in the maturity and capabilities of CX by aligning the organisation around a common ‘Customer Commitment’ and ambition. The CX program enabled Close Brothers to achieve leading NPS, CSAT, and effort scores and contributed to the business winning several customer industry awards.
  • Award-winning CX professional; 2023 UK CX Leader of the Year @ CX Exchange Awards, and CX Excellence award in Banking & Financial Services (BFSI) @ CX UK Live Awards.
  • At utility giant, E.ON, I improved strategic NPS and journey NPS performance by +20 points and successfully shaped and launched CEO-sponsored innovative market and game-changing initiatives across six key European markets. The E.ON CX program and strategy were externally recognised at the CXPA European awards.
  • I led the transformation of the Bupa brand promise, enhancing overall brand value by transforming the end-to-end customer and digital experience across 5 key market units.
  • At Allianz Group, I established and led one of the first global CX transformation programs, scaling the NPS system, embedding customer experience capabilities across over 70 countries, and delivering top-quartile sector NPS performance. The program received global recognition as a published best-practice in the Harvard Business Review Press.

Andrew Clayton

Role:
Regional Business Advisor

Company:
TribeCX

Location:
London, UK

Andrew Clayton enables organisations and teams to design the total experience strategy and delivers large-scale customer-centric transformation that differentiates their brands from competitors and significantly enhances their performance.

Andrew is passionate about transforming businesses by bringing their purpose and brand to life. He does this by designing the consistent delivery of human-to-human experiences that earn trust and loyalty from customers, partners, and employees.

Driving customer-centricity is his goal! Andrew will support you in embedding key capabilities, a customer mindset, and consistent behaviours that deliver sustainable, earned growth, and value.

With over 20 years as an active CX professional, Andrew has set up and led global brand and customer-centric transformation programs across the insurance, healthcare, utilities, and banking sectors with brands such as Allianz, Bupa, General Electric, E.ON, and Close Brothers.

Andrew is one of the founding members of the global Net Promoter (NPS) Loyalty Forum and has contributed to several leading books and publications on brand and customer experience.

Andrew is also a keen cyclist, skier, and charity runner and has completed the New York, London, and Munich marathons, the London to Paris bike ride, and the Coast-to-Coast bike ride for Cancer Research UK. He is a Welshman by birth and a proud father to two daughters, one born in Dublin and the other in Munich, while living, working, and studying overseas.

Key CX Achievements:

  • At Close Brothers, I led a significant shift in the maturity and capabilities of CX by aligning the organisation around a common ‘Customer Commitment’ and ambition. The CX program enabled Close Brothers to achieve leading NPS, CSAT, and effort scores and contributed to the business winning several customer industry awards.
  • Award-winning CX professional; 2023 UK CX Leader of the Year @ CX Exchange Awards, and CX Excellence award in Banking & Financial Services (BFSI) @ CX UK Live Awards.
  • At utility giant, E.ON, I improved strategic NPS and journey NPS performance by +20 points and successfully shaped and launched CEO-sponsored innovative market and game-changing initiatives across six key European markets. The E.ON CX program and strategy were externally recognised at the CXPA European awards.
  • I led the transformation of the Bupa brand promise, enhancing overall brand value by transforming the end-to-end customer and digital experience across 5 key market units.
  • At Allianz Group, I established and led one of the first global CX transformation programs, scaling the NPS system, embedding customer experience capabilities across over 70 countries, and delivering top-quartile sector NPS performance. The program received global recognition as a published best-practice in the Harvard Business Review Press.