Miles Courtney-Thomas Email and Phone Number
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I help companies to love their customers and customers to love your company. I advise on how to build, implement and maintain customer experience, success and service programmes to provide exceptional customer service experiences that build trust and advocacy.I believe in a strong focus on customer data (and emotion) to understand the experience and continually improve to build genuine advocacy, trust and admiration from customers.I have significant experience in Zendesk, Salesforce and Oracle systems, VOC platforms such as Qualtrics and digital systems and transformation more generally. I've been leading customer service and experience teams for more than 20 years across global and multi-national companies providing strategic direction and delivering a premium customer experience.Focus areas to provide a great service & experience1) The SERVICE EXPERIENCE - Get the basics right through an easy, human centred effective service that helps to build trust through understanding our customers and delivering value for customer success. This is the foundation from which to look at the broader customer experience. 2) The CULTURE - I lead on exciting customer experience culture initiatives that builds employee engagement and buy-in. Empower staff with effective leadership, direction, strategy with great training and the best tools to enable employee success and great customer experiences. 2) The INSIGHT - Listen, understand and act upon actionable insight and intelligence continuously and take the time to live the experience your customers have. This intelligence should be used to improve the product, process, technology, communications as well as the service experience overall. When we get these right we build a customer centric organization that is loved by our customers.My key areas of experience are: - - Customer centric culture- Service & experience strategy and leadership- Customer and user experience- Data driven continuous improvement- Customer Experience toolkits (journey maps, personas, design thinking)- Experience measurement and VOC design (NPS, CES)- Global customer service & operations leadership- Complaints handling- CRM systems- Salesforce & Oracle Service Cloud - Salesforce - ADM-201-VC Administration Essentials for New Admins - Salesforce - ADM-261-Service Cloud Administration- Zendesk & Service Cloud - Digital technology and system development - Psychology (BA Hons)These have provided me with a unique set of skills to improve customer experience.
Customer Start Limited
View- Website:
- customerstart.com
- Employees:
- 4
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Co-Founder And Cx DirectorCustomer Start LimitedCaerphilly, Gb
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Co-Founder & Cx DirectorCustomer Start Limited Feb 2022 - PresentCardiff, GbLeading on Customer Service, Centricity & Experience for a number of both commercial (multiple sectors) and 3rd sector organisations (Charities and Housing Associations) to help them manage and improve Customer Service and Experience. I believe in taking a human and data led approach to building Customer Centricity and Continuous Improvement. Providing both strategic and operational thought leadership and expertise in Customer Experience, Customer Service, Customer Success, Training design and in the creation of Voice of the Customer Programmes.Interim and consultative leadership.
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Founding Member And Ambassador -U.K. & EuropeEuropean Customer Experience Organization (Ecxo) Mar 2022 - PresentMunich, Bavaria , De -
MemberCustomer Experience Professionals Association (Cxpa) Nov 2015 - PresentMinneapolis, Minnesota, Us -
Chief Executive OfficerCx Wales Jul 2020 - PresentWe are in the process of building a not for profit organisation. Our mission is to make Wales a centre of excellence in Customer Service and Experience to promote innovation, job creation and more broadly to help improve the Welsh economy. -
FounderHumanized Cx Jan 2019 - PresentCaerphilly, Wales, GbA resource for SME's to learn more about how they can implement CX initiatives. -
Head Of Customer SuccessZellis Jun 2023 - May 2024Bristol, England, Gb -
Interim Head Of Customer DelightBloom & Wild Aug 2022 - Apr 2023London, London, GbBloom & Wild is a household name in the Flower delivery and gifting business. Famous for delighting its customers my role as Head of Customer Delight involved overseeing all aspects of the Contact Centre Service function including budgeting, scheduling, forecasting, Omni-channel Zendesk, AI approaches, policy, outsourcing, day to day operations and strategy over the key peak periods with a team of up to 150 customer delight staff including outsourced teams. -
Head Of Customer SupportPento Nov 2021 - Feb 2022London, GbOverseeing the entire customer service function in a Zendesk environment with a team of payroll trained customer service professionals providing support to many household names. -
Global Head Of Customer Service & ExperienceInternational Baccalaureate Mar 2011 - Oct 2021Genève, Switzerland, ChThe role is responsible for: --Global customer Service contact centre: Leadership of our customer service operations via our 'Service & Engagement' teams located in the UK, Singapore and Washington DC providing support in English, French and Spanish to over 5000 businesses in 150 countries. Operational performance and delivery through clear and achievable objectives and KPI's based around customer needs. Moving away from a traditional reactive call centre approach to an engagement centre empowered to create the best experiences for our customers.-Culture & impactful leadership: - Customer centric culture and employee engagement within the customer service and experience function. You can't provide great service without this. I also work with HR sharing best practice ideas on employee engagement and empowerment and set the approach and vision for the customer service experience.-Customer ExperienceLeadership with strategic and tactical implementation of our customer experience strategy and vision. Effective, Easy and Enjoyable interactions to promote brand advocacy. Design thinking approaches, journey mapping and personas. UX, Agile, customer collaboration and communications.-Intelligence: - Voice of the customer, surveys, measurement, analysis and closed loop approaches-QA:- Quality assurance approaches to maximize customer experience in each interaction.-Training:- Using world class training providers such as the Shepard presentations (Shep Hyken), Beyond Philosophy (Colin Shaw), Ian Golding (CXPA), Clear Action (Lynn Hunsaker).-Technology:- Salesforce Service Cloud. Self service knowledge base management, case management & CRM systems. Oracle Service cloud - System administration- Budgetary responsibility of around $4m Reporting:Executive dashboards and data to drive continuous improvement -
Head Of Technical & Customer ServicesSubhub Ltd. Feb 2007 - Mar 2011Greater London Area, GbSubHub was founded in 2005 and focused on providing easy-to-use subscription and membership capabilities for content publishers. Hundreds of content websites have been built using SubHub solutions.Capterra recently named SubHub one of the leading membership management solutions.I was responsible for overseeing Support, Development and Technical Projects (Scrum master) and effectively managing the build, design, launch and support for hundreds of websites. Also responsible for a wide scale UX project to improve the system usability.The underlying aim has been to enable the company to grow its client portfolio without the need for a comparable increase in headcount and costs though identifying common questions and forging intuitive self service systems.Remaining very involved in technical aspects I was also involved in web design, css, html coding, smarty coding, php, linux, server administration and wysiwyg installations such as TinyMce. Database administration and daily use of PHP MySQL.Implementation of support ticketing systems such as WHMCS, Zendesk and Kayako including the management and installation of knowledgebase systems. Support in domain management, secure certificates, SEO, email systems and DNS zone files. -
Global Helpdesk Support LeadDeloitte Apr 2005 - Sep 2006Worldwide, OoAssisting in the setting up of a new global support operation in Prague (2nd level) covering strategy, recruitment, training, resourcing, operations, IT and people management. This role involved starting with a blank canvas and liasing with local firm departments for operational support such as IT, HR and Payroll departments in a bilingual working environment. Day to day, the role was an operations management role overseeing a global support desk operation. My role as ‘Team Leader’ was very varied from helping the staff on the helpdesk to log tickets during excessively busy periods, resolving more technical issues to overseeing the entire operational side of a global client and internal employee support center. We were supporting people all over the world using English as the business language with a team of 40 people working 24hr/5 -
Software Support And DevelopmentAccenture Feb 2002 - Dec 2004Dublin 2, IePrevious role at RSA outsourced to Accenture.Powerbuilder, Sybase Sql, Cobol, Business Objects, Winrunner, Test Director. -
Application Support And DevelopmentRsa 2002 - 2004London, Gb- Powerbuilder, Sybase Sql, Cobol, Business Objects, Winrunner, Test Director.- Development of RSA Intranet Sites using Lotus Notes, HTML and Javascript.- Maintenance of In-house systems with Powerbuilder and SQL, Sybase SQL development.- Writing Test Plans and unit testing.- Development/debug and fixing of applications using Powerbuilder and Winrunner- Support of Atlas (Multinational Insurance System developed in-house)- 2nd Line Support using the REMEDY system (SLA’s).- Support of Finance interface between Atlas and Sun Accounts.- XP testing for applications using Test Director.- Visual Basic Developments in MS Access- Business Objects support and universe creation. -
I.T Support Coordinator/ ManagerTlh Jun 1999 - Feb 2002TCP/IP Networking NT4 Server Admin, Hardware & Software support, Purchasing, printer maintenance, Proxy server admin, Intranet developer, technical trainer.
Miles Courtney-Thomas Skills
Miles Courtney-Thomas Education Details
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University Of South WalesPsychology And Philosophy -
South Devon Technical CollegeEnglish Language & Literature
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Dartmouth Academy
Frequently Asked Questions about Miles Courtney-Thomas
What company does Miles Courtney-Thomas work for?
Miles Courtney-Thomas works for Customer Start Limited
What is Miles Courtney-Thomas's role at the current company?
Miles Courtney-Thomas's current role is Co-Founder and CX Director.
What is Miles Courtney-Thomas's email address?
Miles Courtney-Thomas's email address is to****@****ibo.org
What is Miles Courtney-Thomas's direct phone number?
Miles Courtney-Thomas's direct phone number is +130120*****
What schools did Miles Courtney-Thomas attend?
Miles Courtney-Thomas attended University Of South Wales, South Devon Technical College, Dartmouth Academy.
What skills is Miles Courtney-Thomas known for?
Miles Courtney-Thomas has skills like Crm, Business Process, Itil, Operations Management, Team Leadership, Change Management, Customer Experience, Scrum, Strategic Planning, Process Improvement, Customer Service, User Experience.
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