I work internationally (online and in-person) with senior managers and their teams to help them reduce the risk of poor service, and build customer loyalty and advocacy by improving customer experiences.

Podcast Series:

Check-out my podcast series: “Getting CX Right with CTMA” and subscribe on your favourite podcast platform

Background:

Working with more than 30 major companies and public sector bodies over the past 20 years in Europe, North America, the Middle East and Oceania, I have developed a set of unique and valuable skills, frameworks and tools, specialising in the design and deployment of customer experience management, service quality improvement, customer service and voice of the customer programmes.

CTMA

In 2002 I founded service quality improvement firm, CTMA, to provide guidance, measurement, tools, techniques and feedback channels to help organisations become more successful by learning more from their customers and making it easy for customers to give feedback.

I’m also a regular speaker and conference chair. During the past 15 years I have spoken at numerous customer experience conferences, industry forums and workshops in the UK, Europe, North America, Australia and New Zealand.

Ways we can help

If your organisation is faced with a customer experience challenge I’d be very happy to hear about it and to explore any ways we may be able to help. Please get in touch.

... Oh yes, I’m also involved in film, TV and radio.