CX Leader & Coach | Board Advisor| Conference Speaker | Author | 200k+ cust serv & sales people, 100+ orgs
Recognised as an exceptional customer experience strategist, leadership developer and executive coach.
Always delivering significant and pragmatic service, sales and cultural transformation improvement programmes, often with complex organisations, to increase customer & employee satisfaction and improve bottom line performance.
100% of the time achieving impressive commercial improvements, behavioural change, increased employee engagement and customer experience through her purposeful focus on people and performance.
Privileged to work with and have empowered and equipped more than 200,000 service & sales professionals and leaders across 100+ global organisations to deliver world class customer service during my 20 year career.
Author of the The Handbook of Call and Contact Centre Management
Her high-impact motivational style combined with her phenomenal level of expertise in Customer strategy and change management programmes and down-to-earth approach means she is in constant demand as a chair and speaker at major industry events and judging industry awards. Over the past years she has chaired the UK National Business Awards for Customer Focus.