Turning customer experience strategy into everyday reality
Strategy is easy.
Reality is the hard part.
You know your customers matter. But knowing it and living it, day in day out, across every team and every touchpoint, are two very different things. That's where I come in. I help organisations close the gap between what they say about customer experience and what customers actually feel, so strategy stops sitting in a document and starts showing up in every interaction.
I work alongside you as an independent partner, bringing deep customer experience expertise and a highly practical approach. First, I take time to understand your ambitions, challenges, culture and where you are on your CX journey. Then I help your leaders and teams focus on what really matters, challenge thinking where it's needed and turn insight into practical action. And I'll build your own knowledge, confidence and capability, so you keep improving long after our work together ends.
Here's how we can work together
Customer Experience Management Consulting
I work with businesses across a wide range of sectors, helping them get every aspect of customer experience management right. Whether you need a full programme designed and deployed, or support with a specific challenge, you will find the expertise here to help you move forward. My approach follows a unique framework.
Customer Experience Training
Training only works when it sticks. I call it knowledge transfer rather than training, because that is really what it is, giving your people the understanding and the tools to bring customer experience to life in their own roles. Delivered across the USA, Europe, the Gulf region, Africa, India and the Far East, it blends solid theory with practical, real world application.
Speaking at events & conferences
I speak on customer experience, customer service, leadership and retail, at events and conferences around the world.
Mentoring
Guidance and mentoring for anyone working in customer experience, from those just starting out to seasoned professionals finding their next step.
What people say
"Ian is one of those rare people in the Customer Experience world who combines deep expertise with an incredibly big heart…As a fellow CX educator, I also deeply appreciate how Ian approaches the profession with abundance. Not competing, but helping grow the pie bigger for all of us who care deeply about Customer Experience. The CX world is simply better because Ian is part of it."
Customer What?
The honest and practical guide to customer experience.
Being a customer should feel good, right now more than ever. I have spent years watching that shift happen, as businesses wake up to the fact that treating people well is not just the right thing to do, it makes commercial sense too.
Thought Leadership
Practical thinking on customer experience
What people say
"Ian's passion and enthusiasm for delivering personalised & differentiated customer experiences is highly contagious. His innate ability to employ story-telling in his training is both informative & captivating. What makes Ian so good at what he does is his ability to make the complicated sound very simple! It is no wonder he has so successfully shared his CX knowledge with thousands of people all around the world."