Tim Williams

I am a customer insight and CX strategy specialist with extensive cross-sector experience within agencies, consultancies, and client side.

My skills and attributes include:

• A published thought-leader on CX and the role of trust in customer behaviour

• Developing and deploying segmented customer management and CX strategies

• An insight-led approach to proposition development, acquisition, advocacy and loyalty

• Passionate about the practical application of the latest thinking from Behavioural Economics, Neuromarketing and behavioural science

• Qualified in the use of Interpretative Phenomenological Analysis as a primary qual research technique

• Developing effective proactive and reactive retention strategies

• Balancing commercial and customer objectives

• Skilled in customer and internal stakeholder in-depth interviews and workshops

• Navigating complex organisations and ‘matrix management’

• A willingness to get my hands dirty – whilst not forgetting the big picture

• Knowing how and where to use customer insight and CRM techniques to inform key business decisions

I’m pragmatic and view things from a genuinely new angle.