Why I Started The Customer Practice
After leading customer service and operations at scale across global brands, I’ve seen both the best and the worst of how businesses engage with their customers. Too often today, customer service is in decline - service models stripped back, channels harder to reach, and human connection replaced with short-term fixes. Yet at the same time, customers are more discerning than ever, expecting not just speed but clarity, empathy, and trust.
AI and automation bring huge opportunity, but they cannot replace humanity. The future of service lies in finding the right balance - using technology to drive efficiency and insight, while elevating human conversations as a true differentiator.
Alongside this, I’ve seen how many businesses struggle to find or define the senior leaders they need. Recruitment for senior customer roles is often vague, misaligned, or focused on the wrong capabilities - leaving businesses without the talent to deliver their ambitions.
The Customer Practice was born to change this. To bring clarity, expertise, and practical solutions that help organisations transform service, solve pressing problems, grow sustainably, and secure the right leaders to take them forward.
At The Customer Practice, our mission is to help organisations transform the way they deliver customer service.
We bring clarity to complex challenges, uncovering the real issues holding businesses back.
We believe in harnessing the power of AI and automation to unlock efficiency and insight, while never losing sight of the humanity that makes service meaningful.
By combining strategic expertise, practical problem-solving, and the right leadership talent, we enable businesses to grow sustainably, delight customers, and empower their people.
Our focus is simple: clarity in approach, humanity in service, and growth for both customers and organisations.
Clarity. Humanity. Growth.
