Customer Experience Consultancy
Here to listen and understand, to guide and advise so you can move on confidently and improve profitable customer experiences.
CX Culture & Strategy | Assessments & Benchmarking | Customer Success | Journey Mapping | Voice of the Customer | Measurement | Employee Experience
Customer Experience Coaching
Workshops, training and professional development to help CX practitioners and teams contribute more value to their business.
The principles of CX | CCXP Exam Preparation | CX Career Development | Mentoring | Essential soft skills for a CX professional
Thank you for your interest in my Customer & Passenger Experience consulting and coaching.
On the consulting side, I help Boards, leadership teams and managers put structure and discipline around their customer experience activities.
Based on what you want the future to look like, I’ll help understand what the reality of today’s customer experience is and what it needs to be. I’ll then show how to get organised to bring about the right changes, engage the workforce and keep the momentum going. My focus is on the travel sector – aviation, airports and rail – but I have the privilege of working with some great people in professional services, utilities and SaaS companies too.
Then on the professional development front I support individuals and teams in CX-related roles. That might be mentoring to find the right starting point, building the competencies needed to be a rounded and commercial CX professional or preparing for the CXPA’s accreditation, the Certified Customer Experience Professional (CCXP).
My approach is based on years as a practitioner in the corporate business world and since 2012 as managing director of Empathyce. I’ll share the knowledge, tools and frameworks that enable you and your team to design and deliver the kind of customer experiences that bring real economic and strategic benefits.
Jerry Angrave
I’d love to learn about your plans and see how I might help. And I’m always happy to swap notes over a coffee so for an informal chat do please get in touch. Thank you,
+44 (0)7917 718 072
Rail Passenger Experience
I’m delighted to be chairing the passenger experience tracks at the World Rail Festival in Amsterdam, 12-14 November. Leaders of train operators, bus companies and others will share rich insights into the exciting future of passengers’ experiences. If you’re there, come and say Hello!
I was privileged to chair the Airport T.EX event as part of the Aviation Festival in early September 2018.
We had presentations from innovative airports around the globe and I interviewed CEOs from some of the world’s biggest airports – including Dubai – on their vision for the future. Thank you to all those involved.
As customer journey mapping goes, our experience of working with you couldn’t be any better. I know it’s been said before, but we really do appreciate all the work and effort you put into making the session as fun, informative and valuable as possible.
Rachel Besant, 15below (airline passenger communications)
Just wanted to drop you a note to say thank you so much for all your support and coaching – I couldn’t have passed without you!!!
Danni Mitchell, Rant & Rave (on becoming a CCXP)
l learn from Jerry a lot, not just customer experience expertise, but also how he makes a great experience of the whole journey you have with him by insightful and proactive actions & advice. I am grateful to him as one of the few most empathetic persons I ever worked with.
Duong Nguyen, Vietnam (telecoms)