Results-focused CX Vision, Digital Strategy & Service Design Consulting. Helping CMOs achieve maximal ROI by optimising digital operations and customer experience.
For over 20 years, I’ve been elevating conversations to encourage clients to think bigger and achieve more.
I started out in newspaper advertising sales. While my colleagues were cold calling to try and sell 3x2” boxes of empty space, I would instead build relationships with local business owners, produce creative concepts and help them understand the return they would realise from investing in the right space. More often than not, it would work, and they would come back to me time and time again to
orchestrate their next campaign.
Fast-forward through a career spanning interactive television, experiential and digital, working across sales, marketing, account growth and consulting, I still find myself challenging colleagues and clients to look beyond the brief, to uncover the opportunities that will demonstrate the best value.
At the heart of my process is an unwavering commitment to outstanding customer experience. Working back from the functional and emotional needs of target audiences, I help organisations align people, systems and processes to maximise the efficiency and effectiveness with which products and services are shaped, delivered and maintained.
Digital Strategy | Experience Design | CX | Consulting | Transformation
Projects
- Delivering Landmark RevenueBefore working with The Landmark Trust, the organisation's YOY revenue growth was fairly consistent at around 3.5%. Following a review of the 'Explore & Book' experience, and the implementation of a number of key recommendations resulting from it, the increase in YOY revenue leapt to 20%. This was in part driven by optimisation of the responsive mobile interface, which saw a 70% increase in page views and a 112% increase in revenue.
- RICS: Transforming a 150 year old membership organisation into a professional body for the digital age.Through broad and deep qualitative and quantitive research, a new experience to make it easier for users to find and pay for training and events products was designed and deployed with a high degree of confidence. The results however, exceeded all expectations: Revenue & AOV: +40%. Bounce Rate -93%. Conversion: +295%. “James’ approach is diligent and always thoughtful. He helped to bring clarity to the projects we worked together on by taking a holistic view of what we were trying to achie
Work history
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Principal ConsultantDOT-Consulting
United KingdomFull Time
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Managing ParterMade To Engage
- Belfast, United KingdomFull Time
Clients included: New Era Cap Company, EnerSys, ERM.
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Skills
- Digital Experience
- Digital Strategy
- Experience Design
- Service Design
- Business Consulting
- Customer Experience
- Product Owner
- Advisory Services
- Innovation
- Stakeholder Engagement
Education
Awards
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Best Brand and Information Website: Metro BankEpiserver
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Best Use of Technology: BDP.comArchiboo Web Awards
Innovative scrapbooking feature, personalisation and interactive filters.+ Show more