Richards has been helping clients design and implement 'whole organisation' approaches to putting customers at the centre of their decision making since 1996. Prior to that he designed and built trade customer databases, during which time he realized the importance of becoming closer to customers and the need for everyone in an organisation 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, Intesa Sanpaolo and Stanbic IBTC (Nigeria); SAP, HP and Tieto; Panasonic Avionics and Rolls Royce Defence Aerospace; BBC, Sky and Sky Italia; KPN, Telia Sonera, Etisalat (Nigeria) and T-Mobile.
Recent projects - Swisscom, Roche, Roche Diagnostics, RS Components, Elite - have focused on the use of digital technology both to understand and meet customer needs and to engage the whole organisation in using the technology effectively.
Richard holds an M.A. (Oxon.) in philosophy, politics, and economics from the University of Oxford.