Meet The Team

Keith Gait – Chief Executive

Keith has a wealth of executive-level customer centric operations and design experience, and has spent his entire career in customer service, working his way up through the industry. He has held senior roles at NHS Direct, Sainsbury’s, Condor Ferries, South East Ambulance Service, and more recently Stagecoach, where he drove improvements and industry leading innovations to the customer service offering, and enhanced the customer experience through service delivery, commercial, technology, communication strategies, with an award-winning Voice of Customer programme.

Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams in mass public facing organisations and directing customer services strategies.

Keith has an MBA from Henley and in September 2019 became CCXP accredited, one of only 1,500 in the world. Keith was named a finalist in the World CX Leader of the Year in 2020 and in the Top 50 CX Stars in 2021.

Keith took over leadership of the Customer Experience Foundation in April 2021, curating and providing a range of content, resources, and thought-leadership across Contact Centres, CX, EC and Wellbeing, coaching to up and coming managers, and advisory work to clients, including contact strategy, operational performance and Voice of Customer design and implementation for leading retailers.


Isobel Rogers - Director of Client Engagement

Isobel has over 30 years in the customer experience contact centre arena working with some of the industry leading BPO players.

Starting out as an agent and gaining experience in operational, client engagement roles and more recently in business development, Isobel’s passion is all about doing the right thing for the customer.

Although not new to the Foundation, Isobel has returned to support Keith as Director of Customer Engagement  to build and develop our Foundation Partner programme, as we believe in a collaborative and supportive approach to improve CX as a profession for those we serve.

isobel at cxfo

Catrin Crosby - Marketing and Events Manager

Catrin, is an experienced professional with a decade-long career in Marketing and Events, across sectors such as Membership organisations, Tech, Retail, and Media. Currently steering the development of the CXFO event and marketing strategy, Catrin is dedicated to building robust relationships through collaborative efforts with our Foundation partners and Corporate members. Utilising both traditional and digital B2B marketing methods, Catrin showcases versatility in strategic approaches.

With a keen focus on developing comprehensive event strategies, Catrin aims to leave a lasting impact on the industry by seamlessly integrating innovative marketing practices and enduring partnerships.


Tina Stanley - PR Specialist

Tina is an accomplished and seasoned PR consultant with over 25 years experience in B2B PR and media services.

She has developed a reputation for effectively running innovative PR strategies for BPO’s, tech companies and industry bodies who are delivering exceptional customer experience.

Working with CXFO Tina is raising the profile of the work we do in the industry, vertical sector and national press highlighting industry trends and challenges and showcasing the great work being achieved by our members and foundation partners.

For media enquiries please contact Tina Stanley [email protected]
or +44 (0) 7909 967 657.

Kathryn Hamilton - Digital Content Assistant

Kathryn brings a wealth of expertise to our marketing team with over five years of dedicated experience in digital marketing. She has sharpened her skills within the world of e-commerce, navigating both B2B and B2C markets to learn the psychology behind what makes people buy. Kathryn is dedicated to using her creative flare and experience to create an engaging and impactful marketing strategy, driving measurable results and fostering long-term customer relationships.