Delivering significant CX service, sales and cultural transformation improvement programmes, often with complex challenges (and organisations), to increase customer experience, employee engagement and improve bottom line performance.Recognised as an exceptional customer experience strategist, leadership developer and employee engagement expert. 100% of the time achieving impressive commercial improvements, behavioural change, increased employee engagement and customer experience through my purposeful focus on people and performance. Privileged to work with, empowered and equipped more than 200,000 service & sales professionals and leaders across 100+ global organisations to deliver world class customer service during my 25+ year career. Author of the The Handbook of Call and Contact Centre ManagementHigh-impact motivational style combined with phenomenal level of expertise in customer strategy and change management programmes and down-to-earth approach means I am often invited to chair and deliver key note presentations at major industry events.Over the past 10 years I have judged the UK Lloyds Bank National Business Awards for The Virgin Atlantic Customer Experience & Loyalty award.I am also a Board Advisor to the National Business Awards.