Richard   Sheahan

Richard Sheahan

Principal Consultant Serving Customer Experience Professionals

Richard is a principal consultant in customer and digital experience. His areas of expertise are customer strategy development, integrating digital experience into CX, capability maturity assessment and road mapping, customer journey mapping, customer segmentation, in-depth qualitative customer research, and communications strategy and planning.

Previous Work Experience

Richard has been helping clients design and implement "whole organization" approaches to putting customers at the center of their decision making since 1996. Prior to that, he designed and built trade customer databases in consumer products markets, during which time he realized the importance of becoming closer to customers and the need for everyone in an organization to play their part in that effort.

He has worked in many sectors in business and consumer markets in over 20 countries, with clients including Barclays UK Retail and Business Bank and Intesa Sanpaolo; SAP, HP, and Tieto; Panasonic Avionics and Rolls Royce Defence Aerospace; BBC, Sky, and Sky Italia; KPN, Telia Sonera, Etisalat, and T-Mobile; Nestle Rowntree; Nestle Foodservice and Imperial Tobacco; and the British Heart Foundation and the UK Border Agency and Home Office.

Recent projects -- Swisscom, Roche, Roche Diagnostics, RS Components, Elite -- have focused on the use of digital channels and technology both to understand and meet customer needs and to engage the whole organization in using the technology effectively.

Education

Richard holds an M.A.(Oxon) in philosophy, politics, and economics from the University of Oxford.

Richard Sheahan

Principal Consultant Serving Customer Experience Professionals

Richard is a principal consultant in customer and digital experience. His areas of expertise are customer strategy development, integrating digital experience into CX, capability maturity assessment and road mapping, customer journey mapping, customer segmentation, in-depth qualitative customer research, and communications strategy and planning.

Previous Work Experience

Richard has been helping clients design and implement "whole organization" approaches to putting customers at the center of their decision making since 1996. Prior to that, he designed and built trade customer databases in consumer products markets, during which time he realized the importance of becoming closer to customers and the need for everyone in an organization to play their part in that effort.

He has worked in many sectors in business and consumer markets in over 20 countries, with clients including Barclays UK Retail and Business Bank and Intesa Sanpaolo; SAP, HP, and Tieto; Panasonic Avionics and Rolls Royce Defence Aerospace; BBC, Sky, and Sky Italia; KPN, Telia Sonera, Etisalat, and T-Mobile; Nestle Rowntree; Nestle Foodservice and Imperial Tobacco; and the British Heart Foundation and the UK Border Agency and Home Office.

Recent projects -- Swisscom, Roche, Roche Diagnostics, RS Components, Elite -- have focused on the use of digital channels and technology both to understand and meet customer needs and to engage the whole organization in using the technology effectively.

Education

Richard holds an M.A.(Oxon) in philosophy, politics, and economics from the University of Oxford.

Research Coverage