EMPATHYCE - Key Persons
Andy has over 20 years knowledge of managing the needs and requirements of disabled holidaymakers travelling worldwide. He provides advice to a number of international airports - including Heathrow - offering sound, common-sense based, practical solutions to enhance their disabled customers` experience.
Ian is a Certified Customer Experience Professional, a CXPA accredited trainer and author of "Customer What?". He is well-known as one of the leading exponents of customer experience thinking in the world. Ian works globally with businesses in many sectors. He was also a founding member of the Customer Experience Professionals Association.
Jayne has a wealth of senior leadership-team experience from working in CX roles at companies including British Airways, Tui Travel Group, Vodafone and HSBC. Her practical knowledge of the subject reaches from having a keen eye for the very tactical improvement opportunities to mentoring CX leaders.
Job Titles:
- Certified Customer Experience Professional and Founder
Jerry was at all times a pleasure to deal with, knowledgeable in terms of the organisation, skilled at navigating the politics that go with a complex set-up and a subject matter expert when it came to Customer Experience best practices.
Job Titles:
- Associate
- Customer Experience and Marketing Strategist
Karen is Customer Experience and Marketing strategist. She plays an invaluable role in linking the realty of what it's like to be a customer to an organisation's wider aims and decision-making. Karen has worked with many large, complex brands including Lloyds Banking Group, HSBC, E.ON and Vodafone.
Mike has an enviable Aviation background to fall back on. He's had senior roles at IATA, he was Aviation Director at London Southend Airport and was managing director at ACL (Airports Coordination Limited). Having Mike onboard is hugely beneficial and insightful especially with customers in the travel and transport sector.