Who's Speaking

Keith has a wealth of executive-level customer centric operations and design experience, and has spent his entire career in customer service, working his way up through the industry. He has held senior roles at NHS Direct, Sainsbury’s, Condor Ferries, South East Ambulance Service, and more recently Stagecoach, where he drove improvements and industry leading innovations to the customer service offering, and enhanced the customer experience through service delivery, commercial, technology, communication strategies, with an award-winning Voice of Customer programme.

Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams in mass public facing organisations and directing customer services strategies.

Keith has an MBA from Henley and in September 2019 became CCXP accredited, one of only 1,500 in the world. Keith was named a finalist in the World CX Leader of the Year in 2020 and in the Top 50 CX Stars in 2021.

Keith took over leadership of the Customer Experience Foundation in April 2021, curating and providing a range of content, resources, and thought-leadership across Contact Centres, CX, EC and Wellbeing, coaching to up and coming managers, and advisory work to clients, including contact strategy, operational performance and Voice of Customer design and implementation for leading retailers.