Biography


Matt is an internationally renowned author, speaker and consultant on customer experience. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, and as a speaker has addressed industry leaders across Europe and the USA, in South America and Africa.

With over a decade of experience working with organisations of all shapes and sizes, Matt’s focus is on practical guidance that works in the real world. He believes that universal psychological principles are the most powerful tool we have when it comes to defining and improving customer experiences; principles that are often overlooked by data worshippers and process junkies. Matt is currently working on his second book, due to be published by Random House in 2017.

He lives in Los Angeles and London.