Bio

Thanks for your interest, I help organisations nurture a more customer-centric culture. It's based on practical, insight-led programmes and people-focused operations that make employees proud to deliver your customers' experiences. Because when they do, customers repay you with their profitable loyalty and advocacy. I'm a customer and passenger experience consultant with a practitioner’s background of in-house, senior CX roles. I help ensure the approach to Customer Experience is strategically aligned, powerfully engaging and commercially beneficial. I give direction and structure to the CX programme, secure leadership understanding and commitment and give those driving the agenda the tools, frameworks, confidence and credibility they need. I work across many B2C and B2B sectors including in aviation, travel and hospitality, professional services and pharmaceuticals. I'm also: - Certified Customer Experience Professional - Member of London Heathrow Airport’s Accessibility Advisory Group - Member of the British Aviation Group - Co-chair of the UK network for the Customer Experience Professional’s Association - Chair of the Passenger Experience tracks at the World Aviation Festival, World Passenger Festival and Passenger Terminal Expo events - Founder and host of the Passenger Experience networking group - Trustee of Sandford Parks Lido, Cheltenham, UK - Author of “The Journey Mapping Playbook” The nature of my support will depend on why and how you want things to be different but may include: - setting a clear Customer Experience vision, strategy and action plan - engaging and educating leadership teams, employees and partners - deepening empathy through Customer Journey Mapping - creating accessible experiences for those with a disability - generating and analysing actionable feedback - measuring what’s right and linking it to the financials - experience and process design, innovation and Design Thinking - governance to prioritise actions - organisational design and professional development for the CX team to show their value. I’m a judge at CX awards events including the 2023 Customer Centricity World Series. I've been a board director of an offshore bank and Chair of Governors at a Special Needs school. And finally, a big thank you to everyone who supported my swim across the English Channel, it’s much appreciated! That’s me, I’d love to learn more about your work – do get in touch for an informal chat or if you think I might be able to support what you are doing. jerryangrave@empathyce.com