Meet our small band of customer experience experts:
I think I would best describe myself as a built environment professional with a passion for buildings and well thought interiors, but with a very low frustration threshold for poor customer experience. In particular I am extremely impatient in queues.
I started my career as a cost estimator and project manager on construction projects working on all types of public and private sector buildings new and old. With much time spent on site before during and after the many refurbishment projects I found myself on I gained a great understanding of the role a physical environment plays in the complex mix of factors that delivers great customer experience for building users
I have really enjoyed how our projects and the tools and techniques we use have developed in the 10 years since I started, but I must confess I still prefer to focus on the ‘bricks’ rather than the ‘clicks’ of a client project. It is very satisfying to see simple changes to layouts making great improvements to the experience a building user has. The flip-side is that I often find myself as a frustrated customer looking at obvious opportunities that are being missed. I am looking forward to at least another 10 years of working with Konrad, developing our client list and project portfolio and hopefully working on some of those environments that cause me most pain – Airports and sports stadia spring immediately to mind.
Four kids, a dog and a football season ticket keep me busy most of the time. When I need space I head to the Peaks on my bike, to the coast with my surfboard in my old camper van, or just down the local.
I am a management consultant with long experience in executing high value transformational and business critical projects in major international institutions. I started my career at Cap Gemini, delivering multi-million-pound change programmes for top 100 companies.
Over the past 11 years I have spent most of my time helping clients solve real problems for real customers going about their business in the real world. Physical spaces can be places of inspiration and differentiation. But if we can’t park, have difficulty finding our way or are forced to wait in line, then our entire perception is tinged with negative bias.
In my view, not enough is being done to solve these problems, despite their huge impact on brands. Companies seek to automate or carry out extensive surveys to provide a ‘score’. Although useful, more often this addresses only the symptoms of bad experiences not the root cause.
Tireless champions of using the power of observation to deliver better customer experiences, our team have now successfully delivered hundreds of projects, all around the world, solving everyday problems from parking to queueing. Not only is this personally satisfying, in today’s competitive landscape, it can make a massive difference.
I am a keen musician who writes songs and plays guitar and keyboards. I have two beautiful children and feel blessed to live in Christchurch, Dorset close to stunning coastline and natural habitat. Like Paul, I am a huge football fan, and take any opportunity to visit my home town to watch a game.
I would describe myself as a creative person as well as a researcher and mum. I enjoy using my creativity to observe customers and like solving the kinds of problems I come across each day.
I don’t always trust online, especially when buying kids clothes. They go through them so fast. I need to buy them immediately and exchange them hassle free. Online just doesn’t work for me. The sizing is always wrong. I need my kids to try things on.
However, I hate it when things go wrong. I just don’t have the time. When I finish work it feels that my work has begun. I’ve had to walk out of so many supermarkets, chemists and even libraries in fear of being late for the kids. And parking! Visiting the local surgery is the worst. There is nowhere to park where you don’t pay. I always feel stressed and frustrated when I arrive for my appointment.
I enjoy working for Konvergence, because it all makes sense. It’s fun and rewarding, especially when we solve problems for busy people like me. Problems that some businesses don’t seem too bothered about.
In between projects I enjoy spending quality time with my family and two lovely children, Leo and Lola. I also love art and enjoy making 2D personalised pictures, jewellery and cutlery from polymer clay. In my spare time, I enjoy craft parties and Jen and I occasionally help the local school, with arts clubs to inspire and help children use their imagination.
I trained as a secondary school teacher over 16 years ago in Business Studies and IT. I have taught in primary and secondary schools, learning hubs and adult education centres. My passion is arts and crafts and interior design.
As a busy researcher and mum, I find it hard to juggle everything and when I’m late for something or have a million and one things to do, I don’t have time to look for parking, wait in a queue or faff around trying to find a product in a supermarket.
I don’t always want to do things online, such as finding clothes for my children that feel comfortable and fit well. I would much prefer talking to a helpful staff member, who can show you where items are or someone to greet you when you take your car for an MOT so you don’t have to spend time booking it in, or having a space to park when you pop into the local store on your way home for a pint of milk – drive thru maybe?
This is what I like about working for Konvergence. Solving problems that affect me personally. I love a challenge and similarly to interior design, I enjoy improving buildings and spaces, making them more useful, more usable and more exciting. There is always a solution to a problem and having a creative mind to think outside of the box makes it a very enjoyable experience indeed.
In my spare time, I enjoy spending time with my family and children, as well as trying out my passion for interior design. Karen and I recently bought a retro caravan, which we are transforming into a mobile arts and crafts studio, to use at festivals and local schools. I also enjoy helping out at the local school, inspiring young children to be more creative by embracing art, crafts and design.