I work within the Customer Experience & Analytics practice and lead the Digital Utilities Customer Centre of Excellence. As an experienced business leader my focus is all things customer incl. Defining understanding through segmentation, journey mapping and market analysis; determining a strategic approach (optimising profitability); designing propositions; and overall creating a transformational customer experience. All of which to be delivered (where possible) with digital as an accelerator.
Latest Publications
How do people get mail and what’s the customer experience like?
Last week, an Amazon letter appeared on my doorstep. I was a little taken aback; in the era...
Utilities: Addressing the customer and “what’s in it for me?”
It’s only to be expected that when a business asks of something from their customer they...