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Modern City

Areas of Expertise 

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Backed by years of experience in B2B Customer Experience, my services and expertise meet the needs of all types and sizes of clients - from small startups to large firms - and deliver lasting changes with measurable growth. Please get in touch with me today to learn how can help your future success either with our consulting services or our customized training courses.

  • "Presented service excellence in an interesting and understandable way"

  • "Interesting processes, models, and frameworks"

  • "Good presence and presentation skills. Great explanation of methods and tools"

  • "Focuses on what is best practice and gives good practical tips"

Introductory Consultation

When working on customer experience-related projects, it is important to assess company culture and objectives. Contact me for a complimentary introductory consultation to discuss how I can assist you to achieve your customer experience objectives or to discuss scheduling a CX Maturity Assessment of your organization.

Business Meeting

Customer Journey Mapping


Elevate Your Customer Experience with Our Exclusive Two-Day In-house Customer Journey Mapping Workshop

In today's fast-paced business environment, understanding your customer's journey is not just an advantage; it's a necessity. Our two-day in-house workshop is meticulously designed for companies keen on transforming their customer experience from ordinary to extraordinary. Whether you're looking to inspire your managers or empower your frontline staff, this workshop is your gateway to unlocking unparalleled insights into your customers' minds and fostering a culture of continuous improvement.

Why Your Company Needs This Workshop:

  • Discover Hidden Opportunities: Unearth the potential in every customer interaction and transform challenges into opportunities for growth.

  • Streamline Processes: Identify bottlenecks and redundancies in your current processes and pave the way for efficient, customer-centric operations.

  • Drive Innovation: Move beyond conventional practices by ideating and prototyping solutions that set you apart in the marketplace.

  • Enhance Customer Loyalty: Learn how to exceed customer expectations at every touchpoint, turning satisfied customers into loyal advocates.

What You'll Achieve:

  • Expert-Led Insights: Gain from over 25 years of experience in CX strategy and process excellence, delivered through engaging, interactive sessions.:

  • Practical, Hands-On Learning: Apply what you learn in real-time through collaborative mapping exercises, ideation sessions, and prototype development.

  • Actionable Outcomes:  Leave the workshop not just with ideas, but with concrete plans and initiatives ready for implementation.

  • A Culture of Excellence: Foster a company-wide commitment to customer experience excellence, driving long-term benefits for both your customers and your business.

Who Should Attend:

This workshop is ideal for managers and staff at all levels within the company who are involved in shaping the customer experience. Whether you're in customer service, marketing, product development, or any role in between, you'll find value in the deep insights and practical tools this workshop offers.

Invest in Your Company's Future Today:

Don't miss this opportunity to revolutionise your customer experience strategy. Enhance your team's skills, streamline your processes, and drive innovation that delights your customers and distinguishes your brand. Book your two-day in-house workshop now and take the first step towards becoming a leader in customer experience excellence.

Join us, and let's embark on a journey to redefine what exceptional customer experience means for your company.

Contact me to discuss options for in-house Customer Journey workshops, customized to your organization, and at the end of which your organization will have a clear idea of what the current customer journey is, what it should become and how to get there.

Alternatively, read more here about my Customer Journey Mapping training courses.

Voice Of Customer Programs

Voice of the Customer (VoC) is an important component of a customer experience strategy. It describes your customers’ feedback about their experiences with and expectations for your products and/or services. It focuses on customer needs, expectations, understandings, and product improvement. VoC programs have become more important over the years and are becoming an increasingly important part of organizations' core business strategies. Capturing and acting on customer feedback is critical to understanding customers' wants and needs, determining areas of service or products that require improvement, and ascertaining how to ensure customer loyalty going forward.

Contact me to discuss how I can assist you to review and improve your current VoC program or establish a new VoC program for you!

Or read more here about my Voice of Customer training courses.


Complaint Management

With over 10 years experience managing customer complaints for a global engineering company, I have witnessed first-hand how effective complaint handling can enhance an organization's reputation.

Although many organizations consider complaints to be a nuisance or, at best, something negative, they are actually a treasure trove of data and always represent an opportunity to show a customer how much the organization cares about getting things right.

It's important to get the capture process right to ensure nothing falls between the cracks, ensure that complaints can't get "lost" in the system, put in place an analysis process to ascertain whether there are negative trends developing, carry out root cause analyses to figure out what is happening allowing corrective measures to be put in place and, finally, to provide the customer with feedback and a resolution,

Contact me to discuss how I can assist you to review and improve your current Complaint Management processes or establish a new Complaint Management process for your organization! 

Go here to find out more about my Complaint Management training courses.

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