Practice Leader: Jonathan Mindell: Customer Experience


  • Customer & Client Strategy
  • Aligning Business Operating Models to Profitable and Positive Customer Experience (CX)
  • Co-Creator of Customer Needs Solution (CNS)
  • Board Adviser and C-Suite Mentor, focussing on Customer Experience


Jonathan is the co-creator of the Customer Needs Solution approach and methodology that has been adopted internationally across a wide range of commercial, public- and third-sector organisations in Finance & Insurance, Travel & Hospitality, Media, Retail and other verticals. He has spoken at both industry and internal company events on CX and transformation topics.  In his corporate roles he has been responsible for significant customer-centred business transformation. Jonathan is a Certified Customer Experience Professional (CCXP).

Employment History/Qualifications

Jonathan is CEO of ICG London. Previously he was founding Partner at iCustomer and before that Senior Partner at Mercer for 6 years.  Prior to his consulting roles, he enjoyed a number of executive appointments in multi-national companies including Marks & Spencer, Prudential, Citibank and Bupa.  Jonathan has an MBA from the London Business School.

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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.

Global Thought Leader: Stephen Hewett: Customer Experience

As a Fellow of the Institute of Consulting and Customer Expert, Stephen’s extensive work with commercial clients and with government has given him experience in a wide variety of industry sectors at Board, CEO and Executive Level.