I am a Customer-centric strategiest, with a background in customer behaviour analysis, digital service design and customer-centric strategy
I head up the Customer-Centric Transformation (CCT) team at Foviance, which provides strategic consulting to help businesses transform strategies, channels and operations around customer experience outcomes, as well as formulating industry best practices.
Realising in the late nineties that a customer experience is usually just an expression of the processes, strategies and systems used to create it, I have developed many techniques to improve Customer Experiences through organisational change, strategy and process.
Experience highlights:
* Advised several banks on customer-centric strategy, including defining a strategic five year customer-centric improvement roadmap for a global bank as well as major Customer Experience programmes.
* Assisted in the development of Customer-Centric strategic advisory methods for Ernst & Young.
* Incorporated customer-centric methodologies into PricewaterhouseCoopers’ processes to drive customer-centric improvements to systems, organisation, strategies and processes.
* Produced a clinician-centric data flow model for the whole of the NHS
* Represent the UK on an international standard in usability measures, ISO20282.
* Outlined a £ multi-million customer-centric improvement programme for Canon Europe
* Defined concepts, interface metaphors and strategic approaches for the Microsoft CUI demonstrator, an overall framework for NHS-wide patient records, looking 5-10 years into the future
* Measured and improved customer experiences for British Airways, Thames Water, Lloyds of London, Directgov, Symbian, Birdstep, Sky, BT and Diageo, and many more.
Specialties
Customer Experience,
Process improvement,
Organisational change,
Service Design,
Customer centric strategy,
Customer centric IT effectiveness,
Information Architecture.
