''Voice of customer and employee will use fitness Landscapes, big data, real-time narrative and link to design through co-creative interpretation'
CUSTOMER & USER EXPERIENCE
Consulting, Training, Insights, Design,
Close the loop between insights, innovation and action. Focus on Do and apply best practice frameworks such as Cynefin and SenseMaker in your CX Design efforts
Every company involved in digital or other transformation needs a CX designer on their team. Someone who's whole role is to integrate different parts of the business on designing for the customer. Someone who has great VoC, VoE skills and understands customer experience without being dogmatic
Steven is a CX exec I've known for a long while - whose work I've known even longer - and is a strong voice in the CX space in EMEA. I'm delighted to report that he is well beyond the cookie-cutter viewpoints we typically see and has the experience level to back up the depth of his work. His angle has been from both consulting and leadership positions.”
Luke Williams, Award-Winning CX Practitioner & NY Times Bestselling Author
''The future of Voice of the customer and employee insights is to use fitness Landscapes, big data, near real-time narrative and link to design through co-creative interpretation'
'90% of the valuable conversations you have are lost to the firm. Yet these are exactly the ones that will drive your business forward'
Dr Olaf Hermans
"Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers value"
Create and Implement a CX Strategy
Design CX strategies and operational models that put the customer at the centre
Design and Measure the Right KPIs
Roll-out the right CX measures and apply best practice insights processes
Link CX to UX with Agile CX Approaches
Close the loop between your customer insights and innovations and your build teams
Bring Teams Together to Create Business value
Train teams in CX and apply co-creation thinking to break down silos and put the customer at the heart
A CX and UX professional with a successful track record of developing best practice customer and user experience programmes. I have directed and designed projects for 100+ CX transformations with leading brands as well as led UX writing and UX research for a transformational digital experience working with the Motor Insurer' Bureau and the Ministry of Justice.
I am at the cutting edge of Voice of the Customer, Journey Management (including training) and UX practices especially research and writing within Agile teams. I regularly speak at conferences and have authored the book Customer Experience Management Rebooted (Palgrave).
My focus: delivering the most relevant customer centric methodologies, insights, and culture change activities. I aim to help you deliver valuable experiences that reduce cost, drive revenue and differentiate your brand.
Mobile: 07956 261109