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Sign InEmpathyce Customer Experience Training and Consulting
CCXP and Managing Director
I help organisations design and deliver customer experiences that create real commercial and strategic value, especially in the moments that matter most. I also help build the internal CX management capabilities, governance and organisational alignment needed to deliver those experiences consistently.
I work with airlines, airports and their partners, particularly around disruption management and Accessibility, as well as with organisations in other sectors where success depends on understanding customers and building the capabilities needed to consistently deliver the intended experience.
Typical engagements include CX strategy development, journey mapping and management, disruption experience improvement, accessibility programmes, governance design and helping leaders build momentum for customer-focused change.
