I’m the author of The Grid and The Ten Principles Behind Great Customer Experiences, the CEO of Methodical, and a popular keynote speaker.
My first book, The Ten Principles Behind Great Customer Experiences, won the CMI’s Management Book of the Year, becoming the only book on its topic to win a major award.
As an internationally-renowned thought leader in customer experience, I’ve been cited by the world’s top research firms and given keynote addresses at every kind of organization imaginable. I am also a Senior Visiting Fellow at Cass Business School, London.
I’m the co-founder and CEO of Methodical, a boutique customer experience and strategy consultancy. We do great work for discerning clients who appreciate our deep expertise and lack of big agency bullshit.
My second book The Grid, introduced a simple yet powerful model that shows all the factors behind business success on a single page. Recently published by Random House, it has been shortlisted for 2019’s Management Book of the Year.
The Ten Principles Behind Great Customer Experiences
I’ve been invited to speak at events for Microsoft, American Express, the FBI, Paychex, Google Campus, Pelican Products, CCI, Ogilvy, The Beverly Hills Hotel, Publicis, Syzygy Group, Sanlam, Contagious, O2, HSBC, Experian, The Institute of Directors, KwikFit, Gartner, Dun & Bradstreet and Genesys, among others.
Audiences enjoy my down-to-earth style and sense of humor, and find the practical, actionable advice refreshing. Every presentation is tailored to the client and audience.
To book me for your event please email firstname.lastname@example.org.
I’m an Englishman married to a Dane, living in California
We have an American son and a geriatric cat (also American).
At school I dreamed of becoming a concert pianist
I performed the Tschaikovsky Piano Concerto when I was eighteen. I learned a lot tackling this monstrous project at an early age — mostly that I’d never make it as a professional pianist.
My career began in user experience design
After teaching myself web design at university, I began my career as a freelance UX designer. I was accepted as a member of the Chartered Society of Designers when I was twenty-four.
My first book nearly didn’t happen
The proposal for The Ten Principles Behind Great Customer Experiences was rejected twelve times before the Financial Times Press picked it up.
The Grid had a lucky escape
I’m a Nichiren Buddhist
My wife introduced me to the philosophy of Nichiren Buddhism five years ago. The years since have been my happiest, healthiest and most productive.
I’m always reading
I’ve read hundreds of books on my field, cataloguing my notes in a database that now exceeds half a million words. I’ve learnt a lot about how little I know.
I never leave the house without a camera
I got seriously into photography fifteen years ago. I make a photo book every year which has given me an eye-opening time lapse of my life.
I love running
In 2017 I lost eighteen kilos (40 lbs) and began running seriously for the first time since childhood. I’m not far off my current goal to get my 10km time below 35 minutes.
I’m partial to a whisky now and then
I got into scotch after tasting my first great dram a couple of years ago. Helped by a generous and knowledgeable friend, I’ve been on a taste odyssey every since.