About Jerry Angrave and Empathyce
The only reason I feel justified in claiming to be able to help is because we have real empathy for what it’s like to run a customer experience agenda.
We’ve been there. We know what it can be like in the corporate world as we’re all Customer Experience practitioners. We’ve been around the block, had our perseverance tested and been subjected to internal politics. But, we’ve also seen how to overcome those challenges and the big benefits that CX brings.
What we’re not are career consultants jumping on a Customer Experience bandwagon that’s laden down with inconsequential platitudes.
What drives us is knowing how Customer Experience thinking can create lasting commercial success and a better place to work. Supporting those who are embracing CX is what we’re all about and we do that through consulting and training. We share what we’ve learned with frameworks, tools and ways to organise the thinking. The aim is to give you and your team reassurance and influence about what you are doing.
Customer Experience Consulting
Drawing on our own business leadership experience in senior corporate roles is the basis of our consulting support. We’ll work quickly with you to find the evidence for a path forward you can take with confidence. The nature of that support may include:
- Operationalising your customer experience plan with robust frameworks
- Journey mapping to help prioritise what to do next
- Nurturing a customer-centric culture with effective employee engagement
- Designing and using a customer strategy
- Finding the most useful feedback and measuring the right things
- Having robust governance to keep the momentum going.
Customer Experience Training
For individual CX professionals or Customer Success teams we’ve a flexible training programme to suit. We can help at all levels with guidance and mentoring, whether it’s an introduction to CX, understanding the reality of what a customer experience professional role should entail or preparing for an official qualification.
I’m one of just a handful of people worldwide to be authorised by the CXPA (Customer Experience Professionals’ Association) to coach people for the CCXP (Certified Customer Experience Professional) accreditation. The CXPA is an independent professional members’ association set up to advance the philosophy of Customer Experience and the people working on it.
Whether new-to-role or preparing for the CCXP assessment and exam, the competency-based training is structured, tailored and goes at a pace to suit you. There’s more about the training here.
For any work we do, I will always be your main contact throughout. If the scale or specialisms warrant it, we have a small group of brilliant associates we can call on for additional support.
I’m a qualified CCXP and have a background in senior Customer Experience and Marketing roles at the likes of Lloyds Banking Group in the UK and in New Zealand. I’m proud to have worked with many fantastic, forward-thinking people in sector-leading companies including financial services, travel, legal services, utilities, pharmaceuticals and cloud computing.
To see who I’ve worked with and their testimonials, click here.
In the past I’ve been a director of an offshore banking subsidiary in Guernsey and chairman of Governors at a school in Cheltenham for children with severe special needs.
And when I’m not at work or spending time with the family I’ll be swimming somewhere, especially 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!
Enough about me, 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.
If you think we might be able to help your Customer Experience ambitions become a reality do please get in touch.
Certified Customer Experience Professional and founder of Empathyce
+44 (0) 7917 718 072
jerryangrave @ empathyce.com