/CustomerExperience

Getting CX right is one of the best ways to increase customer retention, but it’s also the best place to start when seeking to increase new sales too

AI will rewrite almost every rule of customer experience in the next few years

As machines take more of a front line role in CX / CS, humanised experiences will command / earn a premium

You’ll never have enough data so don’t wait

I think

Product teams where UX (user experience) and CJ (customer journey) exist side-by-side

Meltwater’s trends report for CX in 2023 hits the spot

Gartner and its Magic Quadrant™ for best-in-class analysis of customer experience leadership

I like

  • Mapping and rationalising customer journeys to channel all users to online-first self-service

  • Implementing a global CX strategy across 20+ markets, tailoring for local relevance

  • Devising a customer onboarding strategy that increased NPS from +28 to +68

  • Building a self-learning prediction engine to identify likely customer churn 3x more efficiently than human-based predictions

  • Creating a proprietary customer health score that allowed a global financial services firm to attribute a value on lifetime loyalty

What I’ve worked on