Director | Sentio-B Ltd
Jo advises on customer experience innovation and supports customer experience leaders with coaching development. She focuses particularly on helping organisations harness customer data, insight and technology to drive customer experience improvements, whilst driving the cultural change needed to unlock value for themselves and their customers. Jo previously enjoyed a career with British Airways spanning 27 years, where she was the driving force behind the airline’s ‘Know Me’ initiative, a successful transformation programme that embedded personalisation into the customer experience and service strategy. CX Magazine listed Jo in the top 20 Customer Experience Influencers in December 2019.