I have worked in customer care for the majority of my 18 year career, specialising in business transformation and nurturing high performing teams. My various roles have afforded me opportunities to travel to a wide variety of destinations and experience rich and immersive cultures, which has helped me to appreciate the varying needs of customers and colleagues. I am passionate, both personally and professionally, about technology and how it impacts on the way we live our lives and do our jobs. When I’m not working, I often find myself chasing my two young children round a soft play arena, or playground, trying really hard to keep up.
· Combine traditional journey mapping with innovation tools to continuously re-imagine the potential for new experience
· Analyse where your organisation is limited to a customer touchpoint mind-set rather than end-to-end experience mind-set
· Measure the intangible emotional impacts on customer experience and satisfaction
· Shifting business culture to become a truly people-centric business