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, customer journey mapping, customer segmentation, in-depth qualitative customer research, and communications strategy and planning.

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.



Official Research Partner
2017-2018
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The CEM Africa Summit takes place on the 16th & 17th of August 2017 at the state of the art Century City Conference Centre in Cape Town, where like-minded customer experience experts and the top CX solution providers gather for an informative and educational summit with the common goal of improving customer experience across Africa.

Customer Experience Africa Awards

We're searching for the best CX practitioners in Africa.  Nominate today.

Nominations end: 31 May 2017