Experience

I have the last 10 years been helping companies generating customer insight from their data and ensuring the development and implementation of operational and strategic changes across business lines or geographical areas.

I specialise in taking a holistic and data driven approach to business development and therefore been involved in varies strategic change programs such as: 

  • Restructure contact centres to improve customer experience
  • Change and implement KPI measurement systems taking a customer centric approach
  • Re-structure sales organisations in order to leverage cross-channel sector knowledge
  • Develop operating models optimising people, process and technologies within or across business areas
  • Develop employee incentive programmes based on customer feedback
Jun 22, 2015, 9:15 PM
Eight things to consider before Incentivising employees based on customer experience or satisfaction…
Jan 28, 2015, 2:37 PM
Have you ever found yourself exhausted after shopping in a rearranged supermarket? The retailer…
Jan 16, 2015, 10:48 AM
The different types of customer satisfactions surveys and what to consider before choosing type as…
Jan 10, 2015, 8:51 PM
Key elements of building a customer satisfaction programme and lessons learned by working with…