|Job Title||Managing Consultant|
|Subscription Level||Small Business|
|Registered Since||31 Mar 2006|
|Areas of Expertise||Ecommerce, Online Customer Service, Strategy & Operations, User Experience and Usability, Web Design|
I have over 20 years of experience in the design field, ranging from product to digital and customer experience to service design. I believe that a positive customer experience is vital to the success of any organisation, service or product and that brands usually get the customer responses (good or bad) they deserve.
In the last few years I've focused on client management and have recently set up a research facility onsite for one of our biggest clients to help the winning the hearts and minds of their customers. The User Experience (UX) Labs provide a place to learn, co-create, innovate and optimise. We use research and data to create, measure and manage amazing experiences that balance user and business goals.
I established and stabilised operations in terms of traffic management and resourcing and now concentrate on creating a UX Labs community of stakeholders, with guest speaker events, knowledge sharing sessions to demonstrate the value of the UX Labs.
I’m a trainer at the Institute of Direct and Digital Marketing (IDM) where I talk about the methods of optimising the online customer experience. Over the years I was invited to talk about Cross Channel Excellence at the IDM Academy at Internet World 2012 and at the Barclaycard Digital Summit 2011.
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