I'm a keynote speaker on why people come back, and what quietly makes them stop.

The answer is almost always the same. Trust. And trust is built in the moments people remember.

Moments create memories. Memories create feelings. Feelings shape trust. Trust drives loyalty. Loyalty drives behaviour.

Thirty years from the frontline to the boardroom. I started as a call centre agent in 1992, without a degree, and went on to become Chief Customer Experience Officer at National Express. Today I'm a Non-Executive Director at Transport for Wales, where I chair the Customer Experience Committee, and at Curo.

On stage you'll get a conversation, not a lecture. Human, energising and uncomfortably true.

Three keynotes: Every Moment Matters. Leading for Loyalty. Beyond the Algorithm.

Clients include : Zoom, Gatwick Airport, Audi, Network Rail, Cisco, National Express, Swim England, Domestic and General