CX Consultant, Transforming Customer Experience

As an independent consultant, Susan works with clients to build inhouse CX capability for growth and impact. For over 25 years, she has become synonymous with creating value for organisations and is why executives respect her strategic expertise, attention to detail and ability to execute. Susan’s unique perspective is shaped by her four key competencies: service design, strategic communications, behavioural science and breakthrough facilitation.

The first half of her career was spent in creative agencies, delivering large-scale digital CRM projects for major brands. Since starting her own consultancy in 2007, Susan has been at the forefront of the evolving landscape of CX.

Valued for her candour, being an independent consultant enables her to challenge leadership teams in the spirit of unlocking value for a business and their customers. Her expertise spans Financial Services, Healthcare, Energy, Biotech and Telcos and the arts.