Charles – our leading CX change consultant.
Charles is a specialist in Customer Experience Design and change. He uses empathy, insight and collaboration to help organisations design end-to-end customer experiences that drive increased recommendation, profitability and wider business benefits. His experience spans theory and the practice; developing design that all stakeholders can utilise but also making it happen in reality. He works on large multi-functional programmes creating practical, resilient systems that actually work.
His extensive commercial and operational experience has enabled him to understand the techniques that drive customer-centric change. Importantly, securing the buy-in and endorsement across the organisation, and other stakeholders, to achieve the often elusive cross-functional alignment needed to deliver it.
He has worked with Heathrow, 2012 Olympics, BUPA, the National Trust, Optegra Hospitals, the HomeServe and Workspace.