Areas of Expertise:
ICG Global Practice Leader in Customer Experience Strategy:
Covering: Target segments, customer journeys, differentiated value propositions, experience design, and customer operating model alignment
Phased transformation programs focused on:
- Establishing a differentiated customer-centric strategy
- Defining customer needs and ideal journeys
- Integrated Omni channel (physical and digital) service design
- Aligning operating models (resources, data, KPI’s, reporting)
Journey Mapping and service design projects
- Brand and purpose alignment: Alignment of internal purpose statements, and targeted value props. & external brand & marketing.
- Diagnostic reviews and customer research for boards/mgt.
- On-going support and coaching: Scorecard and measurement. action plan facilitation, coaching/training (incl.train-the trainer)
Unique Approach:
- Combines traditional consulting approaches with needs-based customer journey mapping and design thinking approaches
- Proprietary methodologies and assessment tools around ‘Customer Experience Scores’ and ‘Organisation CX Readiness’
- Strategically aligned and operationally practical: Maps top-down ‘customer strategy’ to operational execution priorities (brand, communications, channels,
Geographies:
Born in the UK. Five years in Asia, primarily consulting for Bain across Hong Kong, India, Malaysia, The Philippines and South Africa. Lived in Australia since ’96. Australian citizen since 2000
Client sectors:
Services, Retail, Banking, Technology/Software, Media, Marketing, Property, Travel & Technology start-ups.
Before and Outside ICG:
Strategy consulting:
- Ex Bain and Booz Allen Consultant (’89-’97)
- Established boutique ‘The Experience Collective’ (founded 2012)
- ICG Global Practice Leader, Customer Experience Strategy (current)
C-Suite roles – 15 years:
- GM Marketing Brand and Insights – realestate.com.au
- Consumer Marketing Director – Microsoft Australasia
- Head of Content and Marketing – Network Ten Digital
- Sales and Marketing Director – Virgin Money
- Quality & Customer Experience Director – Alcatel (Lucent)
- Head of Financial Services Products – dingo blue & BOQ JV
- Head of Ticket Marketing – SOCOG (Sydney Olympics)
Credentials:
INSEAD MBA (‘95/’96) & BSC Hons Manchester University
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