CHIEF EXPERIENCE OFFICER, BOARD ADVISOR, THOUGHT LEADING ANALYST
Jim started his career as a Scientist working for the MoD in the UK. His analytical mind helped him transition to the role of IT analyst, where he had a successful career within Gartner for over 2 decades, defining markets and advising organizations. His final transition was to a c suite executive role in a software vendor where he could apply his deep domain knowledge to help them accelerate growth.
Big Stage Presenter
Strategic
Advisor
Engaged with 100s of software vendor executive teams to provide strategic go to market advice relating to messaging, product direction and operational change.
Interacted with thousands of end user organizations of all sizes all over the world to provide personalized advice related to their individual challenges.
Thought
Leader
Key influencer of now established markets such as Voice of the Customer and Workforce Optimization.
Published hundreds of poignant research notes used by thousands of clients to help steer their CRM, CX and Customer Service programs.
Conference
Chair
Chaired 8 profitable CRM Summits, taking responsibility for the associated themes, agenda and content.
Tailored for both Business and IT leaders.
Designed to align with evolving market demands and appeal to varying levels of customer centricity maturity.
Agenda
Manager
Responsible for creating the story and associated research agenda for Customer Service that resonated with clients, addressing their existing issues and helped them achieve their strategic ambition.
Managed a team of distinguished Customer Service analysts to ensure the story was delivered through timely and thought leading research.
Real-World Experience as Chief Experience Officer
Embarked on a newly created executive role within a leading WEM vendor, responsible for managing the customer experience as well as advising key departments including Sales, Marketing, Product, Support and Services to help improve operational performance and elevate market position and momentum.
Developed a strategic Voice of the Customer program, unifying and expanding existing departmental activities and applying best practice throughout. Worked with Marketing to refine messaging and campaigns, plus creation of thought leading content for a new CX orientated customer website.
Engaged with Sales to accelerate various key account opportunities and successfully triage key at-risk customers. Advised Product team on R&D and M&A opportunities to help further the market leading status of the company.
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