Meet the Team!

Bringing deep customer-understanding skills to every dimension of a Customer Insight programme, Patricia applies broad, multi-disciplinary experience to the discovery & assessment phase of a client’s thirst for knowledge and improvement.

Using rigorous, deep-dive techniques to reveal the profound, unvarnished reality about customers’ cumulative experiences across multiple touchpoints, and in multiple channels, over time, Patricia’s insightful analyses establish the unequivocal foundation, and strategic direction, for the creation and implementation of innovative service transformation programmes.

Patricia is known for her long-term, strategic relationships with clients and excels in both business-to-business and business-to-consumer environments. Drawing on huge international agency experience across every conceivable service sector, Patricia is a true customer-insight guru.

If you would like to benefit from Patricia’s hard-won expertise in customer research & insight then please drop her a line at patricia@effortlessCX.com

Anthony has worked in the customer experience (CX) space for 25+ years, sharing knowledge and best practices across customer service, sales and contact centres. As a highly experienced CX consultant, he is on a mission to advance customer retention and growth. 

With a deep understanding of the complex interplay between business, technology and customers, Anthony specialises in delivering real-world, AI-enabled Machine Learning applications. These have immediate practical use to CX professionals – i.e. actionable insight that will improve customer journeys and drive  retention and growth.

Anthony helps businesses to become data-driven, insight-powered enterprises – at scale, at speed and at low cost.

He helps organisations to achieve insight by defining problems correctly, understanding what enterprise-data will give the best insights, ensuring relevant data is used and, by communicating the insights from the data to the stakeholders, he enables data-driven decision making.

Capabilities:

• Understanding the big picture – within which insights are needed – through deep domain knowledge and business context 
• Aligning the findings to key organisational metrics so that executives can understand the impact of decisions
• Ensuring that customer data is verifiable, comes from the right source and is relevant for the business area concerned
• Making sense of the data and simplifying the confusion and complexity that may result from information overload
• Extracting meaningful insights (the ‘what’ and the ‘why’) from the data, so that the business can use them to drive greater customer value
• Visualising and presenting results in easy to understand, bite-sized chunks

If you would like to learn more about Anthony’s innovative approach to customer experience data diagnostics then please drop him a line at anthony@effortlessCX.com