Until its recent sale I was founder and CEO of Mulberry Consulting, the largest international Customer Experience consulting business. I led the business for over 12 years, taking it from start-up to a global player with a Fortune 500 client base. I have coached global companies on Customer Experience from UPS to the UK Police. And I've worked globally with over 300 organisations in telecommunications, finance, retail, publishing and technology. Before starting Mulberry, I led the development of the specification for Customer Experience delivery at Royal Mail to deliver an integrated experience across 280k colleagues. As a speaker at industry events, I enjoy telling the story of customer experience transformation, from both practitioner perspective and sharing details of best practice.
I am Chairman of TMD, a marketing communications company in Canada.
My role with TribeCX is to manage our business to deliver practical results for CX practitioners.
- Realigned and transformed Royal Mail customer management assets to deliver an integrated customer experience. Utilising best practice people, technology and processes.
- Evolved customer journey mapping techniques into best practice tools used by organisations globally.