About David Williams

David Williams, CEO HOWTOEXPERIENCEDavid has engineered successful customer experience programmes with some of the world’s leading organisations including British Gas, Royal Mail, American Express, Royal Bank of Canada, & Vodafone. And this continues to be a major focus of HOWTOEXPERIENCE’s work.

This knowledge and expertise is consolidated in HOWTOEXPERIENCE’s Academy – which consolidates healthcheck, a knowledge base and other practical tools aimed at helping customer experience professionals deliver real improvements.

More recently David has built an end to end contact incubator, so that large organisations can rapidly test new real-time multi-channel contact strategy. It combines contact strategy (HOWTOEXPERIENCE) real-time multi-channel contact powered by an agile cloud-technology platform (tPoint) and is executed in our contact innovation centre in Swindon (Carpeo). He has an owenership interest and sits on the board of all these companies.

David draws on 10 years experience at BP, where he led and delivered international business transformations. A co-founder and ex-Vice Chairman of QCi, he built CMAT into the world’s leading customer management benchmarking tool used by over 800 organisaations across the world. He successfully took the company into the WPP group in 2001.

A regular speaker and industry commentator at major
conferences worldwide, David has written many articles on customer experience and marketing effectiveness, including the IDM’s Guide to Customer Experience.

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