My Work
Crafting Exceptional Customer Experiences; The Balancing Act
When I think about customer experience I like to draw a comparison with the right and left brain analogy. To deliver an outstanding customer experience, it's essential to strike a balance between both sides. It's not just about investing in new technologies; if your approach doesn't create an emotional connection with your customers, it's bound to fail. The left side is responsible for capturing the customer's imagination through big ideas and empathy, while the right focuses on details, processes, technology, metrics, and growth objectives. Striking a balance between the two is essential for creating experiences that deliver results.
My Projects
Check out some of the projects below that have successfully achieved the balance between left and right to deliver exceptional customer experiences.
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Maximising the potential of smart meter technology through a customer-centric strategy
As of 2024, every household and business in Ireland will have a smart meter installed to provide customers with access to their real-time electricity usage. I collaborated with this client to create innovative customer experiences and product offerings that take advantage of this new technology.
Enhancing the SMB Ad Customer Experience through User Research
The online advertising industry is a fast-paced and constantly evolving landscape. Established ad platform businesses are frequently challenged by competitors from adjacent spaces. In light of these challenges, this client recognised the importance of creating an exceptional experience for SMB ad customers as a key differentiator in the market.
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Revamping internal services to empower employees and achieve growth
For over three decades, this professional services firm has partnered with clients across various industries and geographies. As the world has undergone significant changes, so have the types of services, technology, and experiences the company provides. This has created a classic front and back stage dilemma, where the internal services intended to support client account leads and business directors globally were no longer suitable.
Working
with me
Tailored Business Services to Meet Your Unique Needs
I understand that every business is different and I am committed to delivering personalised services that cater to your distinct needs. Your journey begins with a free 30 minute consultation, allowing me to grasp your aspirations and address any customer challenges you've identified.
Armed with this insight, I will curate a bespoke proposal designed exclusively for your business, ensuring it aligns seamlessly with your goals.
Not only do I collaborate directly with businesses, but I also extend an invitation to recruiters involved in staffing for upcoming CX projects. If you're navigating through these waters, don't hesitate to reach out.