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. He 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.
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