Global Thought Leader: Stephen Hewett: Customer Experience

Summary

  • Customer & Client Strategy
  • Aligning Business Operating Models to Profitable Positive Customer Experience
  • Creator of Customer Needs Solution (CNS) and Feedback to Change (FTC) methods
  • Chair of Design Authorities/Board Advisor
  • Expert in the creation of Customer Process Design and Operating Models

Expertise

Stephen is the creator of Customer Needs Solution and Feedback to Change methodologies. Both methodologies have been adopted across many different sectors in multiple countries ranging from government departments to a wide range of commercial organisations including Finance, Media, Retail  & Insurance. He regularly speaks at industry events, has been an Expert Witness in the commercial Court, is the author of 3 books about customer experience. Stephen is a Certified Customer Experience Professional (CCXP), a Fellow of the Institute of Consulting. Additionally, Stephen has held Lean Six Sigma accreditation and Prince2 project management qualifications.

Employment History/Qualifications

Stephen has been a Global Thought Leader with ICG since 2016, is a Global Partner attached to ICG London. Previously a founding Partner at iCustomer and Head of Consulting at Charteris Plc.  Prior to his consulting work, he worked in ecommerce with a major UK Retailer.

Contact Email:

lanretni

More

Practice Leader: Raana Walker: Programme Delivery

More than 20 years of programme delivery experience working with the largest blue chip organisations in New Zealand, Australia and the UK. Leading some of the largest divestment and integration programmes of their time, Raana has established and lead multi-disciplined teams delivering programme and project management capabilities supporting the full delivery lifecycle.

Practice Leader: Alan Hui: Governance, Risk, and Compliance

A highly experienced, purpose and values led leader in governance, risk and compliance leadership and consulting roles. With a commercial business and customer outcomes oriented approach Alan has a track record of delivering results for clients and stakeholders.

Practice Leader: Jonathan Mindell: Customer Experience

A highly experienced business leader in Marketing, Operations and P&L Leadership roles, combined with more recent consultancy work across a wide variety of industry sectors, principally focussed on customer-driven business transformation for major companies at CEO and C-Suite levels.