About Jerry Angrave

I’d rather this was about you than me, but here goes.

I founded Empathyce in 2012 because I wanted to focus on something I’d found a real passion for in the corporate world – customer experience.

I now have the privilege of working with Boards, leadership teams and managers to help create experiences that their customers want to repeat, share and pay more for. I’m a Certified Customer Experience Professional (CCXP) and for years have been recognised as an established coach for the accreditation

I’ve been lucky to work with many forward-thinking people around the world in sectors that include aviation and travel, SaaS companies, utilities, pharmaceuticals and industrial manufacturers. Before setting up Empathyce I had senior CX roles working across the brands of Lloyds Banking Group and lived in New Zealand for five years.

Jerry Angrave interviewing Paul Griffiths, CEO of Dubai Airports on stage at the Aviation Festival 2018

And when I’m not at work or spending time with the family I’ll probably be swimming somewhere, especially the sea, a lake or lido.  In September 2016, I swam the English Channel as part of a relay team of four.  Wasn’t easy, but we made it!

About Empathyce Customer Experience

Empathyce is a customer experience consultancy and training company.

What we do is dictated by how you want things to be different. But, the nature of the work is around developing customer experience programmes; helping to understand what things are like for your customers today, what they should be like based on your strategy and then setting out the path to become more customer-centric.

The only reason I feel justified in claiming to be able to help is because I’ve real empathy for what it’s like to run a customer experience agenda. I’ve been there, in corporate leadership and senior management roles. So too has anyone I bring in to support me. We know it’s not easy. It can sometimes feel like we’re the only ones who ‘get it’. We know there are political agendas to navigate, investors to keep happy and cross-functional silos to work across.

Where the scale or specific skill-set requirements call for it, I will bring in highly talented, highly experienced individuals. Their details are below. Like me, they are not career consultants jumping on a Customer Experience bandwagon that’s laden down with inconsequential platitudes. What drives us is turning Customer Experience thinking into actions that create lasting commercial success and a better place to work.

And the name, Empathyce…?

Well, listen to any conversation about making things better for customers and there will be reference to probably the most important element of all: empathy. It’s about understanding and sharing what others feel and think. It is at the root of everything we believe about improving customer experiences.  Empathy + CE (customer experience) = Empathyce; for positive and lasting results.

Enough about us, how about you?  If you’ve anything you’d like to discuss or have questions on do let me know.  I’m always happy to share thoughts over the phone or a coffee so please feel free to get in touch.

Jerry Angrave

Certified Customer Experience Professional and founder of Empathyce

+44 (0) 7917 718 072

jerryangrave @ empathyce.com

Jerry Angrave

email: jerryangrave @ empathyce.com
call: +44 (0) 7917 718072

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Jerry was at all times a pleasure to deal with, knowledgeable in terms of the organisation, skilled at navigating the politics that go with a complex set-up and a subject matter expert when it came to Customer Experience best practices


I’m very proud and lucky to call these people friends as well as colleagues. They are brilliant at what they do and I’m able to call on their support when the scale or specialisms of the work make it necessary.

Andy Wright

Andy has over 20 years knowledge of managing the needs and requirements of disabled holidaymakers travelling worldwide. He provides advice to a number of international airports – including Heathrow – offering sound, common-sense based, practical solutions to enhance their disabled customers` experience.

Jayne Hall

Jayne has a wealth of senior leadership-team experience from working in CX roles at companies including British Airways, Tui Travel Group, Vodafone and HSBC. Her practical knowledge of the subject reaches from having a keen eye for the very tactical improvement opportunities to mentoring CX leaders.

Mike Robinson

Mike has an enviable Aviation background to fall back on. He’s had senior roles at IATA, he was Aviation Director at London Southend Airport and was managing director at ACL (Airports Coordination Limited). Having Mike onboard is hugely beneficial and insightful especially with customers in the travel and transport sector.

Karen Hoar

Karen Hoar

Karen is Customer Experience and Marketing strategist. She plays an invaluable role in linking the realty of what it’s like to be a customer to an organisation’s wider aims and decision-making. Karen has worked with many large, complex brands including Lloyds Banking Group, HSBC, E.ON and Vodafone.

Ian Golding

Ian is a Certified Customer Experience Professional, a CXPA accredited trainer and author of “Customer What?”.  He is well-known as one of the leading exponents of customer experience thinking in the world. Ian works globally with businesses in many sectors. He was also a founding member of the Customer Experience Professionals Association.