Kate advises and supports organisations across a range of sectors and geographies to create value and differentiation through ‘outside in” thinking and deployment of practical solutions to improve customer engagement and loyalty. These range from ‘point based’ solving of obvious business issues, to longer-term commitment to systemic and sustained customer experience transformation.
Kate has specialised in Customer Experiece consulting for the last 6 years, and until its sale to the US in 2015, was one of a small, pioneering team that became the largest international specialist consultancy, delivering what Forrester’s analysts cited repeatedly as best practice solutions. Prior to her consulting career she was Marketing and Ecommerce Director for two UK High Street retailers, Sales and Marketing Director for a UK train operating company, and Group Customer Services Director for a large London-based property management and development business.
She has expertise across a broad range of functions from brand and marketing communications to transformation programmes in customer service, contact and retail/housing operations. Throughout her career she has been responsible for delivering directly to the customer so has extensive practical knowledge around customer experience and engagement.