Managing Director, Customer Experience
Tim leads the CX practice at Kantar UK, working with leading brands from a variety of sectors to define, track and activate their CX strategies. Clients include AkzoNobel, Bupa, Ford, Hyundai, Lloyds Banking Group, Nationwide Building Society, Nissan, Ordnance Survey, Post Office, Scottish Power, Suzuki, Tesco, Virgin Atlantic, Virgin Atlantic Holidays, Vodafone and WPP. He and his 50-strong team help to identify the moments that matter most to customers, establishing priorities for improvement action to drive customer engagement and deliver commercial ROI. His expertise transcends NPS/CSat measurement programmes, advanced analytics (fusing and interrogating survey data and social data with behavioural and operational/CRM data), using best-of-breed VoC platforms (Kantar partners globally with Medallia and Qualtrics), and CX activation/advisory/consulting services to help clients to embed CX across their businesses and stakeholder groups. Tim is a Board Director at Kantar UK and sits on the global Kantar CX Steering Board, which gives him visibility of CX programmes and best practice approaches employed by his Kantar CX colleagues in all 85 countries where Kantar operates.