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


Focus: airport passenger journey mapping

We know better experiences mean better business; more operational efficiency and more non-aero revenue.

Effective customer journey mapping helps understand what it’s like for your passengers today and what it should be like tomorrow to drive loyalty, profitability and employee pride. Protecting and improving the passenger experience, especially during times of growth, has to be a strategic priority.

Journey mapping and terminal walk-throughs generate ideas and rich insights to make your passenger experience vision a reality. We’ll prepare and facilitate the sessions, analyse what they are telling us and then provide you with comprehensive reports and conversations to help you decide what to do next.

It’s what we do and we love doing it. If you’d like a copy of the case study or more information, please get in touch – [email protected]   |  +44 (0) 7917 718 072.

airport passenger experience journey mapping

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

Thank you for your interest in my Customer & Passenger Experience consulting and coaching.

On the consulting side, I help Boards, leadership teams and managers build effective customer experience programmes.

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 including Tui Travel and Liverpool Airport – 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

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 072Thank you Jerry

[email protected]

ccxp and art

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)