Your leadership team talks about customer-centricity. Your NPS scores are tracked religiously. Your latest employee engagement survey identified 'areas for improvement.'

Yet customers still complain about the same issues. Frontline teams still lack the authority to solve problems. Change programmes launch with fanfare and fade within months.

The problem isn't your people, and it's not your strategy. It's the gap between what you say matters and how your organisation actually operates day-to-day.

I close that gap. Through board advisory, leadership development, and hands-on operational change, I help you build the internal capability to execute on CX - not just talk about it.

Customer Experience Strategy Most CX strategies fail because they're designed in isolation from commercial reality. I work with your leadership team to identify where customer experience genuinely drives revenue, retention and operational efficiency - then build the roadmap to capture that value. From diagnostic through implementation, you get strategy that works in the real world, not just the boardroom.

Leadership Development Sustainable CX transformation doesn't come from external consultants running the show indefinitely. It comes from building your internal capability to lead change. I develop your leaders - from C-suite to frontline managers - to embed customer-focused decision-making into daily operations. Executive coaching, management programmes, and practical training that changes behaviour, not just awareness.

Board Advisory Services As a Board Chair, Non-Executive Director and IoD Course Leader, I bring operational experience from British Airways, Barclays, and O2 into your boardroom. I help boards and executive teams navigate CX transformation, cultural change, and performance challenges with the perspective of someone who's delivered results - not just written reports about them.