I have been in the digital/creative leadership/consulting business since 1996 – helping all kinds of global businesses develop, implement and evaluate digital comms, e-learning, social media, and employee engagement strategies in both the maturing and emerging sectors of digital. My focus is on customer/user engagement and experience, leaning towards measurement and research as an informer for improvement and direction.
Transforming customer experience often involves internal change, and a lot of my work reflects back into the core of organisations through employee engagement, research, knowledge management and intranet strategy for global multinationals such as Catlin Underwriting, SABmiller breweries and the Open University.
Other programmes have covered social media digital marketing and brand-building campaigns, outreach and widening participation for UK and EU Universities, corporate executive development programmes, social marketing and learning consulting, development of communities of practice, OER, e-commerce development and broadcast/entertainment format development and support. I work across internet, interactive TV, mobile and internal intranet platforms.
Over the years I have worked with clients/partners/employers as diverse as BBC Worldwide, ITV, Open University, Carlton TV, African Virtual University, British Airways, RBS, Disney, NHS, British Medical Journal, Times Educational Supplement, UK DTI, European Space Agency, Oracle Corporation, The Marketing Store International, and British Sky Broadcasting.
I have recently led digital transformation at Actionaid, since my role as Director of Strategy at NMA top 20 agency cScape in Clerkenwell, London. You can read our 5th Annual Customer Engagement Report (in partnership with eConsultancy) here.
I consult through my trading company Spark Interactive.
I also advise and participate at the Online Educa & SIRIKT Conferences, speak and write for Ovum/Butler Group, Customer Engagement Club, MyCustomer.com and advise internationally on CSR & ICT4D issues.