Andrew MacPherson was at the core of dramatic change in European Ferry services in information technology, customer service including the World’s Largest Fast Ferry and the establishment of European Forwarding and Ferry Operations. He directed RFID developments in the airlines sector before being appointed by the National Express Group as Customer Services Director for the country’s first ‘supertoc’, with 105 million customers a year, then the largest rail franchise every created and the prototype of the U.K.’s government’s new model for rail travel. In 2006 he set up a consultancy partnership CIL, who became major contributors to successful bids for the London Overground, Cross Country and South Central rail franchises. Andrew's service quality systems, passenger charters, CRM and compensation schemes are established nationally.He was a Companion Member of the Institute of Customer Services, Chief Executive/Director of the Society of Consumer Affairs Professionals in Europe and Non Executive Director of Ipswich Hospital Trust. He was a proud international sponsor of contemporary entertainment for over 20 years.In 2009 he joined Dr Stephen Dunn and the NHS to lead groundbreaking projects to deliver change and reform through the mergers, divestment and rationalisation of challenged health services. His Strategic Projects Team (SPT) was involved in £6bn of transactions. He ran the first NHS competition ( BLPT) and oversaw, the country's first franchise of an NHS Trust Hospital at Hinchingbrooke. He led the SPT in complex award winning & controversial deals, integration, commissioning support, service reconfiguration and the transformation of pathology services. From 2011 he co-designed & delivered the government's 'Friends and Families Test' working with NHS England & Department of Health to achieve over 25 million+ customer insights.Now semi-retired in Suffolk, he established the award winning Coddenham Centre CIO for which he is trustee and chair. He is also a Director of the Suffolk School of Nordic Walking, part of a busy portfolio of community leadership and support. He is married to the classical musician, Jane Marshall.Specialties: Strategic Change Management, Service Excellence, Communication & Engagement, Technology, People, Innovation!