Calling on my global consulting experience throughout the supply chain, I develop and deliver customer experience innovation across Vertex’s Private Sector operations. Through research and partner relationships, I seek out developing technologies and capabilities and figure out potential applications across our target sectors of retail; telco & media; and travel & leisure.
Working for Vertex provides my team and me with the flexibility to experiment with new ideas and develop them to a point where we deliver significant benefits for both clients and our clients’ customers. By identifying the trends that will influence the customer experience of the future, we are able to enhance the service offered by many of the world’s leading brands.
Phil's Articles
TTG - The Customer Service Lessons from the Ash Cloud
Following the disruption caused by the Icelandic volcano eruption, I give my comment to the TTG website as to the customer service lessons that can be learnt from when the extraordinary happens. The comment can be viewed here.
Retail Week - Right First Time
I recently gave my views in an article that appeared in the April 1st edition of the retail trade publication, Retail Week. The article looked at how giving your store and call centre staff the responsibility and means to solve customer problems can not only turn a negative into a positive but also pay off for the wider business. The article can be seen in our Knowledege base area.
Retail Systems Magazine
Here's a piece I contributed to for Retail Systems magazine in June 2009. It's about how retailers are using outsourcing to minimise risk
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