Personal Information
Organization / Workplace
London, United Kingdom United Kingdom
Occupation
Pioneered Customer Delight in Regulated Utilities: Service and Infrastructure, Making People the Best They Can Be
Industry
Logistics / Supply Chain
About
Pioneered the concept of Customer Experience in the Water Industry.
Created and introduced the SIM whilst Director of Consumer protection at Ofwat.
My Passion is inspiring organisational leadership to enable them to design target Customer Experiences which delight customers & working with People throughout the supply chain to re-engineer processes, systems and behaviours which deliver sustainable high performance and great people.
My thinking developed from direct experience of delivering impossible capital delivery outcomes during the Drought of 1995-96 with Yorkshire Water and from experience of regulatory targets driving behaviours and outcomes which deliver inefficiencies and ...
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