As a Customer Experience consultant, I help companies organise and energise their approach to Customer Experience in a way that brings about the strategic and commercial outcomes they need. By understanding customers and employees, CX maturity assessments, CX strategy setting, journey mapping, research and data analysis, that rich empathy is then used as the building blocks of a strategically-aligned and commercially beneficial CX program. I am founder of Empathyce, a strategic Customer Experience consultancy, based on a background of senior in-house customer experience roles. I support CX leaders and managers in sectors such as aviation, travel and hospitality as well as B2B companies and professional services and pharmaceuticals. I help give CX teams greater clarity, confidence and influence. I help them contribute more value by having structure in the thinking, more momentum in the doing and more engagement across the business. This might include:• CX Vision and Strategy: aligning CX initiatives with organisational goals and brand values.• Cross-Functional Collaboration: seeking a mutual understanding with stakeholders and securing leadership buy-in.• Journey Mapping and Experience Design: journey mapping that creates value on many levels• Customer Insights: leveraging the right data and insights• Governance and Prioritisation: establishing the oversight to give accountability and priorities• Employee Experience and Engagement: optimising employees’ experiences and their buy-in to CX• Organisational Design: Structuring teams with CX responsibilities• CX Training and Development: Providing professional development and training.I am also a • chair, Virgin Atlantic's Accessibility Board• member of the Accessibility Advisory Groups at London Heathrow and Bristol Airport• member of the British Aviation Group• host of the unique Passenger Experience Networking Group• judge at the Customer Centricity World Series awards• regular chair at global industry events such as the World Aviation Festival, World Passenger Festival, and World Passenger Experience Forum• a CCXP: Certified Customer Experience Professional.• Author of "The Journey Mapping Playbook."• Trustee of the Sandford Parks Lido, Cheltenham, UK.A heartfelt thank you to everyone who supported my swim across the English Channel. Your support is deeply appreciated!Thank you for reading this far! I’m always interested in learning about your work and exploring potential collaborations so feel free to reach out for an informal chat - my email is jerryangrave@empathyce.com.