Our core team
Associate consultants
See our senior partners
Virginia Choi
Based in Hong Kong, Virginia has over 25 years experience in consulting and training throughout Asia and is former President of the Hong Kong Institute of HR Management
Phil Dourado
Communications expert and a highly respected independent authority on customer experience strategy and organisational leadership
Dave Dulson
Senior facilitator and trainer with over 17 years experience in customer service, leadership, culture change and HR strategy
Janine Dyer
Operations director and project manager, with over 15 years PLC experience in managing employee communication programmes
Vanessa Hamilton
One of our most experienced consultants specialising in the research, design and development of customer experience training solutions
Lynn Russell
Our specialist in the design and delivery of brand champion training and one of our most highly rated facilitators for store manager training
Sally Hopgood
Over 20 years experience working as a trainer and Learning and Development specialist
Susan Johnson
Over 15 years experience in the design and delivery of learning solutions to improve the employee and customer experience
Jane Palmer
Senior facilitator and consultant, focusing on customer experience strategy, change management, leadership and customer service
Claudio Toyama
Senior consultant, specialising in customer experience strategy and research. Over 15 years international experience in research-based consultancy
Serra Kanatli
Based in Istanbul, Serra is a consultant with extensive experience in marketing, brand positioning and customer experience management
Joe Espana
Senior consultant and facilitator experienced in organisational culture, leadership development, and the design of service excellence into the customer experience