Tim joined the world’s largest hotel chain, Best Western as Marketing Director at the beginning of the financial crisis when the hotel sector wasn’t growing, the Best Western brand was performing poorly, and the customer experience was best described as ‘random’. Tim completely transformed the brand with “Hotels with Personality” becoming the strategy. He drove this through a complete transformation of customer experience, marketing, and a major culture change throughout the group. The results saw double digit growth every year with the Best Western brand becoming the number one in its sector!

With brands like Amazon providing drone delivery, to Uber disrupting the taxi market, merely keeping up is becoming a constant challenge. In this fast paced digital world where customers’ expectations are ever increasing, ask yourself, how do you stand out?

What the leading businesses have in common is that they place the customer at the centre of their organisation. Tim will talk to us about understanding customer behaviour and what it takes to create this customer centricity. How to take a middle of the road organisation and transform it, is a story that we can all relate to.

Today Tim is the founder of CX Lab and has lead the transformation of businesses across multiple sectors including hospitality, retail, telecoms, financial services, B2B, energy and technology. Tim started his career in the fast paced world of retail and from there his rapid rise took him through roles in telecoms, financial services and hospitality to ending his corporate career as Marketing Director for Best Western.

Most recently in his career, Tim has helped the likes of Estee Lauder, Shell, TUI, Hilton, and Fiat to completely transform their organisation and better their customer experience.

If you’d like to be inspired into action from a leading and experienced speaker, we’ll see you there.