Specialist customer experience consulting and training company that works with clients to deliver a customer experience that differentiates their brand, creates customer advocacy and drives profitable growth.Particular areas of expertise include:• Customer experience strategy• Insight research • Customer/brand promise development and design of the end to end customer experience• 'Branded training' and communication to drive behavioural change• Measurement/scorecard development cp2 has significant experience in B2B and B2C with recent assignments in telecoms, financial services, retail, hospitality and technology. Our work is international and in addition to the UK & Ireland we have worked in the Middle East, Far East, Europe and the US, Clients include Primark, Sainsburys, Argos, Marks & Spencer, O2, Telefonica, Vodafone, Serco, Symantec, Norton, Microsoft, Forte, InterContinental Hotels Group, HSBC, BNY Mellon and Allied Irish Bank.

67% of well-formulated strategies fail due to poor execution.Having invested considerable time, money and effort into developing your strategy it’s an expensive mistake if it doesn’t deliver.The Leadership Gallery, helps organisations to test whether they are set-up to execute their strategy. Align+©️, a unique proprietary suite of diagnostic tools - enables leaders to identify the gaps in their strategy: what are the risks, what are the strengths and where are the weaknesses? In short - will the strategy deliver its intended business outcomes?

Women on Boards (www.womenonboards.net) provides information, connections andencouragement to ensure more women are appointed to board and senior leadershippositions across all sectors. It is an inclusive network for all who haveboardroom aspirations either now or in the future. Women on Boards alsosupports non-executives and trustees keep “match fit” by providing governanceupdates, support and connections.

Independent management consultancy, specialising in culture, learning & development, change, communication, transformation, customer experience, customer insight and employee engagement.

SteadyPay is focused on building the financial resilience of those employed in the ‘gig economy’ by smoothing out the income of the c.12 million workers in the fastest growing UK employment sector. SteadyPay is a unique subscription-based app that automatically provides top ups when the member’s pay is below average and makes repayments when above average. Individuals pay £4 a week which gives them access to credit for topping up their pay. The minimum top-up is £25. The credit limit is £1000. There are no other costs. No interest is charged on the top-ups. No fees are charged for missing or making a late repayment. SteadyPay has two FCA licences to undertake payment and consumer credit activities.

Huntswood's Non-Executive Director (NED) network consists of over 500 NEDs, Company Secretaries and Legal Counsel who sit on boards in the financial services, energy, utilities, pharmaceutical, travel, gambling and telecoms sectors. With greater demands being placed on regulated industries, not only has Huntswood developed new ways of keeping non-execs up to date with the regulators' increasing expectations, it also helps them fulfil their board regulatory governance obligations. This is done in the following ways:• Peer Discussion Groups in which up to eight NEDs get together with a Huntswood subject matter expert to share experiences in a safe environment, adhering to the Chatham House rule of anonymity on issues which impact their boards• Annual Forum where up to 100 non-execs have the opportunity to hear from industry experts on key developments, what they mean in practice - and, importantly, how firms can deliver better outcomes• Tailored, concise conduct online updates help non-execs understand what changes in regulations really mean for them and what actions they need to take• Board Awareness workshops focus on a range of topics which are important for boards. The one-hour tailored workshops, which can be delivered as part of a board meeting, outline what regulatory and conduct changes mean for firms and what actions they should take to minimise the risks and tackle the challenges• Board Evaluations, undertaken by experienced regulatory and conduct risk experts, provide an indepth, external review of a board’s effectiveness.

Director, Learning & Development at Huntswood,the UK’s leading provider of specialist resourcing and consultancy in compliance, governance and risk.Huntswood's ambition is to maximise clients' reputation by helping them adhere to good governance and regulatory compliance and thereby build trust and advocacy with their customers and regulators. Core capabilities include culture, organisational development, complaints management, claims handling and remediation, learning and development, compliance advisory services, business improvement, skilled person reviews, recruitment and executive and senior management development.Huntswood operates across sectors including banking and financial services, insurance, utilities, pharmaceutical, travel and telecommunications.Key differentiators include - regulatory insight and technical knowledge; operational excellence; speed and agility; 'can do' attitude; collaborative, partnership approach; and being easy to deal with.Phil’s role as director, learning and development at Huntswood was to work with clients in identifying the learning needs of their people and then to oversee the successful delivery of training and development programmes. Programmes ranged from one-off training workshops in areas such as leading change, effective business writing and project management, to supervising the design and delivery of a development programme for 900 employees of an emerging bank involving a team of over 80 trainers and facilitators.Specialties: Phil specialises in helping public and private blue-chip companies redefine their sales, service and change management strategies and align their people development to their business plans. As a former change consultant and customer service and sales learning and development manager at British Airways, Phil understands the theory and how to apply it, delivering tangible returns for clients.

Joined the Tesco majority owned international marketing services specialist with the aim of introducing customer insight into sectors outside the supermarket sector (dunnhumby launched the Clubcard into Tesco helping to make it the number one UK retailer). Worked at executive team level with clients including British Airways, Royal Opera House and First Group.Helped organisations form relevant, targeted and profitable relationships with their customers.

Role included both executive and board responsibilities - helping set MSB’s strategic direction as well as taking responsibility for the design and implementation of high value national and global client projects. Work with senior teams involved the development of communication, customer experience and employee engagement strategies. While at a tactical level emphasis was on helping organisations deliver high quality service. Client projects included:• working with the National Express Group’s Executive team to embed communication and people strategies across fourteen bus & train operating companies• introducing the concept of ‘customer experience’ as a driving factor in redefining T-Mobile’s customer service proposition • guiding the design and implementation of a competency-based leadership programme for Northwest Airline’s 1,800 pursers.Within MSB significant achievements included:• integrating the communication and learning & development divisions to form one cohesive unit while increasing the associate training team from fifty to one hundred• achieving ISO 9001 accreditation and Investors in People • winning a National Training Award.

1985 - 1988 Manager Sales & Customer Service Training1983 – 1985 Change Management Consultant1977 – 1983 Front-line Sales & Customer Service