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Colin Shaw

Colin Shaw


Colin Shaw specialises in the Customer Experience. He helps clients to develop their Customer strategies, but also critically then helps implement those strategies. He has led many Customer Experience strategy sessions with Boards of companies, helping them recognise the strategic importance of the Customer Experience. The Customer Experience is not the domain of any one person or function in any company.

The Customer Experience is a blend of all the Customer interactions with an organisation. It is affected by process and systems, CRM, organisational structure, business models, leadership, people, recruitment and culture. All these elements and more, affect the Customer Experience, for better, or for worse.

To illustrate this, Colin is able to draw on his unique experience of working at senior levels in Sales, Marketing, Customer Service, Training and finally culminating in the position of Director of Customer Experience at BT. Here he led over 1,000 people and had global responsibility for the Customer Experience. He managed budgets in excess of £ 40m and devised and implemented CRM systems valued at £ 17m. His background and practical experience uniquely positioned him to take an holistic view of the requirements from each functional area to Build Great Customer Experiences. In presenting his concepts Colin has a knack of taking a complicated subject and making it simple. His presentations are littered with humorous personal anecdotes that will amuse the audience, but also critically carry an important message they can relate to.

He relates examples of best practice from more than 30 leading companies and is able to call upon a unique database of over 300 exclusive quotes from their senior business leaders on how they are building great Customer Experiences. Colin also draws on his practical experience of leading many change programmes, a typical implementation resulted in a 17% reduction in costs, a 36% improvement in agent satisfaction and a 200% improvement in agent facing time.

Colin is an accomplished speaker. He talks regularly at internal and external conferences. He was part of the team, which won the Round Table National Debate Trophy for a record three successive occasions. He has presented to audiences in excess of 1000 people or as few as 5.

His most recent include:

o Help Desk Institute Conference “Lip Service or Life Saver”: Building Great Customer Experiences
o Industrial Society, London- “Lasting Loyalty – Keeping the Customers Who Count”
o Emotional Intelligence Summit, London – “Optimising Human Performance in the Workplace”
o Organisational Development Conference, Brussels
o Competency Conference, Brussels- “Using Competency-Based Tools & Techniques”
o Colin will also be speaking at the Marketing forum on board the Oriana in September on the Customer Experience.

Colin is often rated as the ‘top rated’ by delegates. Typical delegate feedback has been “What a refreshing session – practical and to the point. Focused on what they did to solve the problems rather then conceptual models”, “I left with 2 practical tips I can implement tomorrow!” and “Good conversational style – Down-to-earth basics of customer approach”.

He has had a number of articles published; the most recent in 2002 were in The Customer Management Journal and The Competency & Emotional Intelligence Journal.

Colin has pioneered a number of thought leading developments in the Customer Experience field which are now trademarked:

o “Customer Experience Pyramid™” which can be used to manage a company’s Customer Experience.
o “Moment Mapping”, a technique used to assess the impact of multi-channel strategies on a company’s Customer Experience.
o “Customer Experience Competencies” for use in recruitment & selection of emotional intelligent people.

Colin is co-author of the thought-leading book “Building Great Customer Experiences” which will be launched around the globe in September 2002 and in America during winter of 2002. It will be published by Palgrave Macmillan who has already taken an option over 3 future books. “BuildingGreat Customer Experiences” is the first in the series examining the new and exciting area of the Customer Experience, showing how The Customer Experience should be used as a competitive weapon and a means of reducing costs.


For speaking enquiries or to book Colin Shaw please call Specialist Speakers on +44 (0)203 002 4125 or use our contact form

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