To Inspire

To Succeed

Purpose and Values

We are free to all, and open, available and accessible to everyone. We do not charge membership fees or restrict access to content.

We are run by practitioners, for people delivering at all levels, and our aim is to learn, understand, share, and promote best practice across all areas of Customer Experience.

The Foundation is an open and inclusive space, for all voices, views and opinions to be heard and shared.

Our portfolio of podcasts and thought leading, practitioner led content reaches all parts of what makes a great organisation, with supported and developed people in engaged cultures. 

CXFO provides the community with sound CX innovation and practical advice from proven CX practitioners delivering in real world operations.

Keith Gait CCXP - Leader

Keith has a wealth of executive-level customer centric operations experience and has spent his entire career in customer service, working his way up through the industry, and has held senior roles at NHS Direct, Sainsbury’s, Stagecoach and South East Ambulance Service. 

Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers, and this will be a key focus and purpose for the Foundation in its future development and activities.

He ran his own customer services and call centre consultancy for over eight years, Orchid Consulting, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams and directing customer services strategies.

Keith has an MBA from Henley and in September 2019 became CCXP accredited. 

Keith has spoken at several conferences and has been a judge for the National Customer Service Awards and European Call Centre Awards in previous years. 

In his most recent role with Stagecoach before taking over the Foundation, Keith led the customer experience and front line culture transformation programme, delivering industry leading innovations, enhancing the customer experience through service delivery, commercial, technology and communication strategies. 

This success led Keith to be recognised as a Finalist in the CX Leader of Year 2020 by MyCustomer.com, and one of the Top 50 CX Stars for 2021 by CX Magazine

Morris Pentel - Chairman Emeritus

Morris ran the CXFO from 2007 to March 2021, during which time he has achieved and delivered workshops and programmes working with some of the world’s largest organisations and keynotes at conferences in over 20 Countries.

One of the great pioneers of customer and employee experience in the contact centre industry for decades. From the earliest days contact centres, through omnichannel and digital to the latest innovations in conversation and emotions auditing metrics/operational analysis he has worked for the world’s largest organisations changing millions of experiences for customers and employees.

Morris now takes on a new role with the Foundation as Chairman Emeritus, to continue to provide insights and thought leadership across the industry and develop the Foundation in new geographies.