Sue Duris, CCXP

Sue Duris is a strategic Customer Experience and Business Transformation leader who drives measurable growth through innovative, customer-centric programmes across global organisations. As a trusted C-suite advisor and board member, she specialises in building CX programmes from the ground up, transforming how companies engage with customers while driving retention, advocacy, and revenue growth through comprehensive Voice of Customer (VoC) frameworks.

She is Founder/Principal Consultant of M4 Communications, which provides interim CX and Marketing services to organisations. Most recently, she was Head of Stakeholder Experience at Principles for Responsible Investment, where she developed and led the organisation's first global CX programme for 5,300+ signatories across 19 regions, generating £35M+ in revenue. Her strategic initiatives have achieved remarkable results, including 85% engagement rates, 92% retention, and a 30%+ engagement uplift through targeted segmentation and value proposition strategies.

With 15+ years of experience, Sue has delivered transformation initiatives across diverse sectors, including SaaS, fintech, telecommunications, education, financial services,and non-profit organisations. Her expertise spans the complete CX ecosystem: strategy development, customer journey mapping, VoC programme design, change management, and AI-enhanced solution delivery. 

Notable Achievements:

• Revenue Impact: Increased revenue by 50% and active users by 400% for a data networking firm through comprehensive CX and marketing strategy


• Strategic Positioning: Contributed to $20M acquisition by Cisco through strategic messaging and CX improvements that enhanced CSAT, CES, and NPS by 25%+


• Programme Excellence: Built four global CX programmes from inception, embedding sustainable governance frameworks


• User Growth: Drove 40,000+ new users in five months for a fintech startup while significantly improving app store ratings


• Survey Optimisation: Consistently improved survey response rates by 20-120% through strategic CSAT, NPS, and VoC framework design

Thought Leadership & Recognition:

Sue is a recognised global CX thought leader, serving as an international CX awards judge and frequent speaker. She has been featured as one of the "Top 15 Women CX Influencers You MUST Follow" and contributes regularly to industry publications on CX strategy and transformation. As a former Non-Executive Director of the Customer Institute and guest lecturer at Hult International Business School, Surrey University Business School and others, she actively shapes CX education and professional standards.

Core Expertise:

Customer Experience Strategy | Voice of the Customer (VoC) | Executive Advisory | Business Transformation | Customer Engagement | Customer-Led Change | Stakeholder Experience | Customer Strategy | Digital Transformation | CX Governance | Change Management | Programme Management | Marketing Strategy | AI-Enabled CX Solutions | Revenue Generation

Education & Certifications:

• MBA, Marketing and Strategy, University of California-Irvine


• BA, Economics, University of Colorado-Boulder


• Certified Customer Experience Professional (CCXP)


• Certified Prosci® Change Management Practitioner

Based in Puttenham, UK, Suzanne continues to mentor startup founders through GrowthMentor, Startup Boot Camp, and Venture Cafe and provides strategic advisory services across multiple industries, demonstrating her commitment to advancing CX excellence globally.