I’m best known as an author and keynote speaker on customer experience and business strategy.

I also run a design agency called Methodical in California.

My first book — The Ten Principles Behind Great Customer Experiences — won the CMI’s Management Book of the Year in 2014.

My second book — The Grid: The Master Model Behind Business Success — was published by Random House to critical acclaim.

As a speaker I’ve been invited to share my ideas with organizations including Microsoft, Volkswagen, Salesforce, American Express, Leica, the FBI, Paychex, Google Campus, The Beverly Hills Hotel, Publicis, HSBC, Experian, Gartner, Dun & Bradstreet, and Genesys.

As a consultant and designer I’ve worked on projects for a roster of well-known companies around the world, including: Vodafone, Bupa, ARM, IBM, Telefonica, Flex, Experian, Ogilvy, Land Rover and a host of well-funded startups.

I’ve been a member of the Royal Chartered Society of Designers for over a decade.

I live in Santa Monica, California, with my wife and our little boy. When I’m not at work I enjoy photography, running, playing the piano, collecting whisky, and proving that not everyone in California is great at surfing.