Anthony Pearmain – Customer Experience Director
Anthony believes that the most successful, and sustainable, organisational performance comes from a clear alignment of business strategy to customer expectations – for without consistently and satisfactorily meeting customer expectations, on all fronts – i.e. across multiple touchpoints, and in multiple channels, over time – a business simply will not thrive over the long-term.
As a dynamic, results-driven Customer Service Transformist with significant customer experience development capability, Anthony creates innovative business-change programmes that drive customer satisfaction, advocacy and profitability through Service Excellence.
An innate ability to drive customer satisfaction, whilst optimising revenue and cost-efficiency, is a hallmark of Anthony’s modus operandi – through a structured, holistic approach, he possesses a flair for identifying and initiating business improvement priorities and engaging cross-functional teams to deliver improvements that enhance the customer experience and deliver bottom line profitability.
As a skilled and innovative problem-solver, using a highly consultative and collaborative style to troubleshoot across multiple business functions, he is passionate about building high-performing service-improvement teams that push boundaries to exceed customer expectations.
Demonstrating energy, confidence and credibility, he builds the capability and culture of continuous improvement through engaged and committed teams.
If you would like to learn more about Anthony’s innovative approach to Customer Experience Management then please drop him a line at anthony@stratmetrix.com
Tuukka Heinonen – Customer Experience Director
Tuukka has delivered dozens of challenging change programmes, achieving double-digit performance improvement in many of them. Tuukka has also contributed to a number of scientific research papers covering Customer Experience and Developing an Organisation’s Business Process Management Capabilities.
His approaches are acknowledged as thought leadership and are currently employed in a variety of organisations. Tuukka is also known as a regular contributor, all over the world, to C-level roundtables, MBA courses and at international conferences as a keynote speaker. He delivers workshops in Customer Experience Management, Business Process Management, Principles of Leadership and Innovation & Change – all of which have, to date, contributed to millions of pounds in cost-savings for clients.
Tuukka believes that the most dramatic changes to an organisation’s effectiveness and performance comes from an alignment of customer experience to business processes, enterprise architecture and innovation. This requires both leadership and commitment.
If you would like to learn more about Tuukka’s visionary approach to Customer Experience Improvement then please drop him a line at tuukka@stratmetrix.com
Patricia Cafferty – Director of Customer Research
Bringing deep customer-understanding skills to every dimension of a Customer Insight/Voice-of-the-Customer programme, Patricia applies broad, multi-disciplinary experience to the discovery & assessment phase of a client’s thirst for knowledge and improvement.
Using rigorous, deep-dive techniques to reveal the profound, unvarnished reality about customers’ cumulative experiences across multiple touchpoints, and in multiple channels, over time, Patricia’s insightful analysis establishes the unequivocal foundation, and strategic direction, for the creation and implementation of innovative service transformation programmes by the rest of the StratMetrix team.
Patricia is known for her long-term, strategic relationships with clients and excels in both business-to-business and business-to-consumer environments. Drawing on huge international agency experience across every conceivable service sector, Patricia is a true customer-insight guru.
If you would like to benefit from Patricia’s hard-won expertise in customer research & insight then please drop her a line at patricia@stratmetrix.com
Julie Salamon – Director of Employee Engagement
Julie’s remit is challenging – yet rewarding – making people on the frontline happy in their work so that they can better deliver outstanding customer experiences.
Whilst much of her work revolves around ensuring that clients have the right people in the right positions – i.e. they don’t struggle on with ‘square pegs in round holes’ – a substantial part of her time is devoted to creating & running innovative employee-engagement programmes. These programmes help colleagues to make a difference to their own, and to their customer’s, goals by wholly involving them in ongoing service-improvement projects.
This involvement enriches & rewards participants with a stronger sense of value, influence and ownership within their particular sphere of the business. And, ultimately, it means that each colleague becomes more deeply engaged and, consequently, more deeply invested, in the overall success of the business.
These long-term programmes realise many benefits within a virtuous cycle of commitment, not least of which are deeper engagement that results in higher employee-satisfaction scores, higher customer-satisfaction scores and, ultimately, higher revenue.
They also better align company-culture with the ideal brand-values of customer-centricity, integrity and reciprocity.
If you would like to hear more about Julie’s imaginative approach to employee engagement then please drop her a line at julie@stratmetrix.com