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I am passionate about delivering customer-centric strategies, communications & experiences that enhance customers lives, generate value and drive business results.

PORTFOLIO

 
 

 EXPERTISE

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STRATEGY

A strategic thinker experienced in developing brand and marketing strategies, communication planning, Customer Experience & Service Design, CRM & Loyalty programs development

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STAKEHOLDER MANAGEMENT

Passionate about building trusted, influential relationships and working in partnership to achieve shared objectives with internal and external stakeholders and partners

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TEAM LEADERSHIP

Committed to developing cohesive, fun and high performing teams, leading project teams and coaching junior employees

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FINANCIAL MANAGEMENT

Commercially astute with a keen focus on delivering results and financial management to ensure projects and campaigns contributing positively to organisation’s profitability

 
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LATEST ARTICLES

Featured
THE PEAK-END RULE: THE MOMENTS THAT MATTER MOST IN CX
THE PEAK-END RULE: THE MOMENTS THAT MATTER MOST IN CX

In a customer journey, some moments matter more than others. Learn how to use the peak-end rule to enhance your customer experience.

HOW TO BRING CX INTO YOUR ORGANISATION
HOW TO BRING CX INTO YOUR ORGANISATION

How to improve your organisation’s customer experience, when it doesn’t ‘do’ CX.

A simple guide allowing anyone to improve the customer experience where you work regardless of your job title.

CUSTOMER EXPERIENCE vs SERVICE DESIGN
CUSTOMER EXPERIENCE vs SERVICE DESIGN

Customer Experience and Service Design are terms often used interchangeably, and on the surface, they look pretty similar. So what is the difference?

THE FOUR LAYERS OF CUSTOMER EXPERIENCE
THE FOUR LAYERS OF CUSTOMER EXPERIENCE

Brand experience, customer experience, service design, user experience - what's the difference?

This week's CX Tips looks at the different layers of experience and how they unite to form the overall experience people have with brands and organisations.

HOW TO RESHAPE YOUR CUSTOMER EXPERIENCE FOR LIFE AFTER LOCK-DOWN
HOW TO RESHAPE YOUR CUSTOMER EXPERIENCE FOR LIFE AFTER LOCK-DOWN

As the world emerges from months of lockdown and we enter recession, many customer habits, preferences and expectations have changed. This week’s CX tips looks at how to adapt your CX to respond to these changes.

THE ULTIMATE EMAIL DESIGN GUIDE
THE ULTIMATE EMAIL DESIGN GUIDE

This week’s CRM tips looks at how to make your emails stand out with a complete top to bottom email content, UX and design guide.

THE TOP 2020 EMAIL DESIGN PRINCIPALS
THE TOP 2020 EMAIL DESIGN PRINCIPALS

Stay ahead of the game with these email design tips.

EMAIL MARKETING BEST PRACTISE IN 2020
EMAIL MARKETING BEST PRACTISE IN 2020

Do you want your marketing emails to be effective? Of course. But how do you stand out in a noisy inbox? This week’s CRM tips look at the latest in best practise to help you get ahead.

10 TIPS FOR DELIVERING CX TRANSFORMATION SUCCESS
10 TIPS FOR DELIVERING CX TRANSFORMATION SUCCESS

Customer Experience transformation can be notoriously difficult to pull off. So this week’s CX tips looks at the most common program delivery challenges and how to overcome them.

THE IMPORTANCE OF BRAND IN CUSTOMER EXPERIENCE
THE IMPORTANCE OF BRAND IN CUSTOMER EXPERIENCE

This week's CX tips look at the valuable role brand plays in shaping the Customer Experience and includes five tips to help integrate your brand into your Customer Experience program.

 

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