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Give clarity to the Customer Experience Strategy
Build and manage the Customer Experience Programme
Nurture a Customer-Centric Culture
Empathyce, led by Jerry Angrave (CCXP and former inhouse, senior CX professional), advises on how empathy and Customer Experience thinking will deliver on your purpose, hit your commercial objectives and create a stronger organisation all-round.
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
Thanks Jerry, it’s both helpful and reassuring to have input from such an experienced CX professional
TF, UK utility company
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
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
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.
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.
I help define the Customer Experience strategy, establish the governance to prioritise actions, customer journey mapping, employee engagement and training / professional development
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.
Thanks for your interest in what we do. We’re passionate about it and we’d love to learn how you want things to be different and why.
Whether it’s through journey mapping or a CX maturity assessment, strategic planning or employee engagement, we’ll help understand how you fit into your customers’ lives, what you need to do differently and how to make that happen.
The pandemic may well have changed things. We know customers’ needs, fears, expectations and priorities will have changed. So too perhaps, your business model and therefore their experience of you.
As and when your attention is able to turn to Customer Experience, if you just need a sounding board or a more structured form of support please get in touch. Better experiences, better business.
Jerry Angrave
Customer & Passenger Experience Director, Empathyce
+44 (0) 7917 718 072 | [email protected]
Thank you Jerry, it was a great couple of days, lots of engagement, enthusiasm and fantastic ideas
Lisa Olsen, Commercial Director, Liverpool John Lennon Airport, UK
Jerry, when you tell it like it is you’re a less sweary version of Gordon Ramsay!
Debriefing an airport team on the reality of their Passenger Experience
Our experience of working with you couldn’t be any better. 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 learnt a lot from Jerry, not just his expertise on customer experience but also how he makes the whole journey you have with him insightful and full of advice. I am grateful to him, one of the most empathetic persons I ever worked with.
Duong Nguyen, Vietnam (telecoms)
New book!
Based on nearly 20 years of mapping customer journeys I’m excited to share what I’ve learned, what caught me out and what works. For anyone running their first journey mapping workshop the book has tools, tips and templates on preparing, facilitating and – crucially – how to get value from it afterwards.
For more details click here.
Case study feature:
A combination of customer journey mapping and terminal walk-throughs has helped airports prioritise what they should do next. And, it’s helped teams from all parts of the airport eco-systems understand more about what they do.
For more details click here.
Because it’s tough:
Things are pretty challenging right now for many. Hints of optimism can easily get swamped by uncertainty, frustration and self-doubt. I’ve not got all the answers but if it would help to have a chat, do get in touch. No charge, no judgement.
+44 (0) 7917 718 072 [email protected]
Here’s how to get in touch for an informal chat:
Call me on +44 (0) 7917 718 072 – it’s my phone, you’ll get me I promise!
Send an email to me at [email protected]
Find me on LinkedIn – search for Jerry Angrave
For more resources to support those working in Customer Experience roles, see the CXPA
For more information on the sunflower lanyard, helping to improve experiences of those with a disability:
