Recent work

Report & Workshop Sponsored by VMware and Intel Can I Trust You? - Defining your Trust Agenda workshop The Physics of Experience - E-score converts experience into algorithms. Successful processes to understand Customer Emotions and Empathy - Training Programme Conversation Analysis for Contact Centre Managers - Training Programme Fund Raising The Pirates Castle

Latest Publication

Sponsored by ​ The IT Strategy Agenda for Retail CIO's in 2021/2

Who am I?

I am an Innovator, Experience Designer, Strategist, a Behavioural and Organisational Scientist and Experience Auditor for global organisations.

I am also a Programme Director delivering transformation, and I get to travel the world as a public speaker.

I work on all types of experiences for customers employees patients government departments and organisations.

I also worked as a Therapist dealing with Fears Phobias Compulsions and Obsessions for more than 20 years

What I do?

Right now I run some digital training experience or If you need some advice, have a project, or some training for your senior team or front line staff - I do that sort of thing! I audit things like culture, experiences, operational efficiency and handle delicate issues. Just book a chat and see if I can help..... There will be some new training soon on working from home ​

Background

I have been an independent advisor and consultant solving problems for the world’s largest organisations and I travel around the world as a public speaker and C-Level trainer. I have also been a contact centre tutor worked at every level of project management as well as designed or delivered innovations like a store of the future since the late 1970s. I have worked delivering innovation in behaviour and technology for over 40 years. From before the cloud, with CTI the IP telephony to latest video-based sleep therapy. From Systems of Human Organisation and Habit-Based Business Transformation to experience efficiency science. I have worked at the boundary between what we think is possible, and what we can make work reliably in budget and on time. From Telex to Behavioural Bias in AI or Machine Learning I held a number of senior roles in major organisations and been a leader in customer experience design, delivering 100+ technology and behavioural innovations. I founded and I am the Chairman of the Customer Experience Foundation, an independent global network turning science into solutions that impact peoples daily experience. I am also a Therapist working with Addictions and Phobias