Welcome to Empathyce, the empathetic Customer Experience consultancy.
Thanks for your interest. I’m Jerry Angrave, founder of Empathyce, a CCXP and former inhouse, senior CX professional. As a consultant and trainer I give direction, structure, confidence and credibility to colleagues who are driving their organisation’s Customer Experience vision.
Customer Experience & Passenger Experience
Consultancy services and professional development
Being the one who is charged with embedding a more customer-centric culture isn’t easy. It takes bags of resilience and a whole heap of perseverance especially when it comes to demonstrating the value of CX to others.
But, the rewards in personal pride and commercial success are worth it. So if I can help set the vision, structure your planning and secure buy-in from the most sceptical of stakeholders, do get it touch. Here are some of the ways I might support you:
Customer Experience Management
Helping you earn the right to customers’ loyalty and advocacy
CX Culture & Strategy | CX Maturity Assessments | Journey Mapping | Action planning | Voice of the Customer & Employee | Measurement | CX Programmes | Employee Experience
“Genuine expertise, empathetically imparted by someone like Jerry, should automatically be part of the way we do business”
Paul Gilbert, CEO LBC WiseCounsel
Customer Experience Interim Management
Hands-on support to clarify the thinking and get on with the doing
Thanks Jerry, it’s both helpful and reassuring to have input from such an experienced CX professional
TF, UK utility company
Customer Experience Training
Workshops and coaching for leaders, CX practitioners and their teams
The leadership team’s role | How to map customer journeys | CCXP Exam Preparation | CX Competencies for CX professionals | CX Immersion for all employees
“This course should be mandatory for any company with customers”
Mary Doyle, Rocket Girl Coaching
Customer Experience for Disabilities
Improving experiences for those with physical or hidden disabilities
Audits and Assessments | Empathy training for front-line teams | Customer Journey Mapping | Stakeholder engagement
“Of course it’s the right thing to do but get it right and there’s a significant commercial benefit too”
Andy Wright, CEO Accessible Travel
Jerry has been fantastic to work along side providing great insight, expertise and guidance with a considered and kind approach. He hasn’t shied away from challenging us or let the frustrations of ‘CX in reality’ distract him from supporting our project deliverables. He has provided real value and left a well placed team ready to pick up the CX mantle following his coaching and guidance.
Kate Birtles, Customer Service Director, Biffa
What I do
I listen to understand then help strengthen your approach to being more customer-centric. And, I train CX professionals to give them the tools, confidence and influence they need.
Why?
Empathy: I’ve had those inhouse CX roles, I know what it’s like to create better experiences that mean better business; economically, strategically and operationally. And employee pride just gets stronger and stronger.
How I do it
I help define the Customer Experience strategy, establish the governance to prioritise actions, customer journey mapping, employee engagement and training / professional development
Who I help
I work with leadership and management teams who are driving their customer agenda – around the world and across many sectors including aviation, professional services, utilities and financial services.
