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Charlie Williams

Charlie Williams
Charlie is a customer and employee experience expert and Net Promoter Certified Associate. He has been working with organisations since 2006 helping them understand their customer experience and develop programmes that create a customer centric culture, drive advocacy and employee engagement. A specialist in the Financial Services sector, he helps clients to capture evidence of Consumer Duty outcomes.

Consumer Duty – are you measuring the right things?

The requirement to assess, test, understand and evidence client outcomes under Consumer Duty, on an ongoing basis, hasn’t been given the column inches it...

5 mistakes to avoid in Consumer Duty outcomes testing

A lot of people have been asking for advice on how they can get better at monitoring and evidencing Consumer Duty outcomes. It’s top...

How feedback surveys trump machine learning

“At Facebook, we’ve found that simply asking our people how long they intend to stay is more than twice as accurate at foretelling their...

What two airlines tell us about avoiding survey fatigue

Customers aren’t tired of surveys. They aren’t tired of giving their opinion and suggestions. Fatigue only sets in when they feel bombarded with requests....

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