Intelligent Purpose

Customer experience research consultancy - 
We act as trusted advisors to our clients, supporting them to develop their customer roadmap, solve their customer challenges and grow their business, underpinned by the insightful research and recommendations we deliver.
By going beyond customer experience measurement and connecting to customers' emotions, needs and wants, the brands we advise gain a competitive edge in the market and win customers, grow loyalty and improve customer experiences

Founder & Managing Director

The HoLT

Member

Alterline

leading a team of experienced research professionals to develop existing client relationships and create new research projects to grow the business. Part of the senior leadership team driving the business forward to succeed.

Leadership of Client Research Team – accountability and strategic leadership of the client vision and client growth/protection plans in Higher Education, Healthcare & Charity sectors.
P&L responsibility for full client portfolio and the plans to improve efficiency and drive profit.
Part of the strategic leadership team for the business, responsible for creating the vision, direction and leadership of the organisation.
Direct leadership of the new products and projects group, developing the portfolio of community facing ideas, projects and research methodologies for new sales opportunities.
Driving project and marketing content creation, thought leadership and deep expertise for the business.
Leading People Development, motivating and inspiring in order to attract, coach, retain talent and drive high performance.

Research Director

Maru Group

Leading the retail industry vertical, to directly shape and deliver the business and Client Services vision and drive profitable business growth across Voice of the Customer and Customer Experience Programmes.

Leadership of Client Services Vertical (team of 15) – accountability and strategic leadership of the Vertical Vision across Voice of the customer & Customer Experience programmes.
Accountability for creation & execution of Client Growth/Protection plans within the Retail Vertical.
P&L responsibility for full Multi Million Pound client portfolio within the vertical.
Developing Maru/edr’s reputation and credibility with clients through consultative support in both physical and digital Customer Experience Management. 
Strengthening existing client relationships and drive partnership with key accounts, by delivering expertise in Customer Experience Management.
Heightening client engagement to drive Maru/edr footprint through strong strategic networking.
Driving content creation, thought leadership and deep expertise for the retail sector.
Leading People Development, motivating and inspiring in order to attract, coach, retain talent and drive high performance.

Research Director (Managing Director - Retail)

Survey Solutions Ltd

A member of the company Leadership team responsible for leading a team of analysts to deliver customer & employee engagement research programs and heading up the Marketing & Sales functions for the organisation

Leading the design and development of Customer Experience & Employee research programs across a number of national and international clients. 
Responsibility to design survey methodologies and content to determine the best channels and approaches to collecting the best data sets for client projects and adhering to industry quality standards.
Responsibility for all company sales & marketing activities including digital, through website, social media and direct mail campaigns.
Accountable for the customer experience practice area, building up the capabilities and best practices to develop the research approaches for client’s requirements.

Associate Director

InMoment

setting up and leading an industry vertical to provide Customer Experience Management to major national partners including Pizza Hut, Mitchell’s and Butler’s and Caffe Nero.

Leading the design and development of cutting-edge Customer Experience and ‘Voice of the Customer’ research programs for over 40 leading high street brands. Doubling the revenue of the portfolio in 2 years.
Driving insight to action through route cause analysis to improve CSAT and NPS metrics and quantify the business impact.
Leading a team of people to deliver excellent customer service including stakeholder management, creation and management of analysis and reporting.

Client Service Director - Customer Experience Management

Nielsen

Client Team Leader

Frontline Ltd

Head of Market Information

Sprinkling Magic on your Customer Experience | I Enable Leaders to Delight their Customers by Creating Customer Experiences that Turn their Competitors Green with Envy, so you Win More Customers and Grow Loyalty

How would it feel to have better control of your customer or client retention?
Pretty damn good…right?     Well that’s exactly what I can do for you 

I empower businesses to grow loyalty, increase retention and even win new customers through optimising their customer experience 

But what does that even mean?

✅ Assessment of your customer journeys
✅ Guidance on any pain points to improve
✅ Developing a customer focussed culture
✅ Engagement & Communication plans

Leading to:

✅ A true competitive advantage
✅ An enhanced reputation
✅ Market differentiation & stand out

Ultimately an action plan for successful growth

Can you afford to ignore the opportunity to grow because of a best in class customer experience?

Drop me a DM to discuss how I can empower your business

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