Director of Customer Experience Management (CEM) at Openet
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I have delivered many challenging Customer Experience Change Programmes (impacting directly over 10m and indirectly over 600m customers) several of which included double-digit performance enhancement. I hold a PhD and have published four books on CEM & BPM. My approaches are acknowledged as Thought Leadership and are used in a number of organisations around the world today.
I believe that the most dramatic transformations to an organisation鈥檚 Efficiency and Performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture and Innovation. This requires leadership and commitment, both of which I provide expertise in.
I WORK WITH & SOLVE THESE ...
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customer experiencecustomer managementcustomer satisfactioncustomercustomer centric culturecustomer centricitycembusiness process managementbusiness processbusiness process reengineeringnpsnet promoter scoreprocess excellencebpmprocesscustomer relationship managementstakeholderstakeholder managementcustomer centicitycustomer servicechange managementbusinesssix sigmaleannet promoter scemployee engagementcengagementemployeevoice of customervoccustomer loyalty
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