With over 20 years of experience working in the customer space, Kate is one of the very few people that actually understands what Customer Experience is, and what made Apple and Amazon trillion-dollar businesses. A lawyer by trade, and an MBA from Cranfield what she teaches is far from the fluffy stuff. She has used her knowledge and experience combined with an analytical yet strategic mind and strong commercial approach, to turn around organisations and transform industries.
She has a vast knowledge of many sectors, having led the customer experience strategy for the Rail industry (still to be implemented) turned around organisations such as Marks and Spencer and Tesco. Successfully delivered acquisition, international growth and new market entry for companies such as Halfords, Staples, Atkins, Arriva, Capespan, X5, and First Group. Recent experience has taken Kate into telecoms and the energy sector, with accountability for long term strategic growth.
All that she does is through the eyes of the customer. After judging the customer experience finals over two years ago she quickly realised very few people understood customer experience. Those that had an idea paid top consultants thousands of pounds for great customer service strategies, sales, marketing and business process projects all disguised as customer experience. They simply didn’t teach the gems that really make the difference. However, given only 6 people in the world do, and Kate is one of them, and the only one in the UK this isn’t surprising really.
This experience and knowledge is what is now being shared with all businesses great and small, from a one man band to a FTSE 100, she teaches strategies that stick, retain customers, in crease profits and grow businesses exponentially.