I am a Patient Engagement and Experience specialist – I work with healthcare providers having previously worked with retailers, online businesses and the service industry to deeply understand the experience they provide their customers and establish its fitness for purpose. For me, that means understanding what the end user needs or expects, what the business standards are, and where the gap is located. Why aren’t people buying? Or if they are, why aren’t they buying more? Where are sales failing? These are just some of the questions I seek to understand – and provide the answers for. I’ve worked with some of the world’s greatest brands and the UKs most well-known operations to help them hone their customer experience, ensure it meets their brand guidelines and make implementation plans where it doesn’t. I love working with people, understanding what drives customers – ultimately, I enjoy making people’s lives better and helping businesses improve their customer experience, driving repeat business and word of mouth.