Colin Shaw

"Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organisation. We have all talked about the why for years, but now there is no excuse, Colin's simple, amusing and yet practical presentation style shows us the way".
Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies

Colin's speciality is the Customer Experience, and he helps clients to develop their Customer strategies, but also critically then helps implement those strategies. He has led many Customer Experience strategy sessions with Boards of companies, helping them recognise the strategic importance of the Customer Experience.

The Customer Experience is not the domain of any one person or function in any company. The Customer Experience is a blend of all the Customer interactions with an organisation. It is affected by process and systems, CRM, organisational structure, business models, leadership, people, recruitment and culture. All these elements and more, affect the Customer Experience, for better, or for worse.

To illustrate this, Colin is able to draw on his unique experience of working at senior levels in Sales, Marketing, Customer Service, Training and finally culminating in the position of Director of Customer Experience at BT. Here he led over 1,000 people and had global responsibility for the Customer Experience. He managed budgets in excess of £40m and devised and implemented CRM systems valued at £17m. His background and practical experience uniquely positioned him to take an holistic view of the requirements from each functional area to Build Great Customer Experiences. In presenting his concepts Colin has a knack of taking a complicated subject and making it simple. His presentations are littered with humorous personal anecdotes that will amuse the audience, but also critically carry an important message they can relate to.

He relates examples of best practice from more than 30 leading companies and is able to call upon a unique database of over 300 exclusive quotes from their senior business leaders on how they are building great Customer Experiences. Colin also draws on his practical experience of leading many change programmes, a typical implementation resulted in a 17% reduction in costs, a 36% improvement in agent satisfaction and a 200% improvement in agent facing time.

Colin is an accomplished speaker. He talks regularly at internal and external conferences. He was part of the team which won the Round Table National Debate Trophy for a record three successive occasions. He has presented to audiences in excess of 1000 people or as few as 5.