My focus is connecting customer and culture to empower customer-centric growth; fostering a culture of customer centricity, building team capability and helping transform customer experiences. With a 20 year track record in leadership, operations and marketing, my strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative. I am the principal of the CX consultancy, All Work Together; authored the books, Customer Empathy (2019) and Customer Experience is the Brand (2015).
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.