I’m Carolyn, a Customer Experience (CX) expert with a passion for vulnerable customers.
What I do
How we feel about an experience with a company directly drives our decisions and the actions we take. I help you to understand the pain points in your vulnerable customer’s interactions with your organisation and guide you through my proven approach to designing and implementing inclusive, seamless, and deliberate experiences which evoke the feelings which lead to the desired outcomes.
Who I work with
While I improve CX for any organisation (including B2B as well as B2C), my passion is for regulated businesses and in particular their vulnerable customers.
Latest blog posts
“Any expression of dissatisfaction has to be recorded as a complaint” said the Operations Manager as we reflected on some call recordings we were...
It’s no secret that winter is a costly time of year for many. Shorter days mean our lights are on earlier, colder temperatures mean our...
A perfect storm is brewing for vulnerable customers and the enforcement industry needs to prepare. For vulnerable customers, life is already hard...