Specialising in employee engagement, customer experience and the leadership required to create the link between the two.
"A big thank you for your presentation and the insights you provided our team! The feedback was very positive, and I felt you connected well with our team. And this is a tough to please crowd! I was also personally captivated by your message and thoroughly enjoyed the presentation"
"Very personable and down to earth. Good balance of business case studies and personal experiences to bring customer service alive. Our teams really enjoyed the session and we have received such positive feedback it was great."
"Thank you so much for speaking on Wednesday evening - the conversation carried on for a couple of hours after you left. People were particularly struck by your slide 'hire for attitude - fire for attitude' so I had a queue of people wanting to talk to me about this. You were also referenced a lot at our meeting, the following day, so clearly you went down well."
Previously, he spent 28 years working for the John Lewis Partnership, starting as a management trainee to becoming responsible for customer experience across the department store division.
Andrew’s aim is to make individuals and organisations happier and more fulfilled through a sense of collective purpose, so they engender trust, loyalty and advocacy from their customers while becoming more productive and, as a consequence, more profitable. He helps organisations join up their own internal dots to create their unique link between employee engagement and consistently great customer experience.
Whether it’s public sector, not for profit or a large multinational, Andrew places an emphasis on understanding what makes (or can make) them different and special for their customers. Often different parts of an organisation believe they have different purposes, but Andrew enables them to cut through their differences in perception and experience. By uncovering inherent values and a shared enthusiasm he brings about employee engagement and growth.
Andrew also looks at the roles of leadership, communication, trust and enjoying work in creating success. In presentations, he explains that great customer experience cannot be taught but reflects a great internal culture. By developing a personality and values that are realistic, honest, and shared, organisations can deliver a degree of long lasting, competitive differentiation that few achieve, but many aspire to.
Andrew has spoken at conferences worldwide. He does not have a standard ‘deck’ of slides, preferring to create presentations from a substantial slide library that reflects his experience at John Lewis and beyond. Consequently, presentation content is created collaboratively with clients and tailored to meet the precise needs of their event, with bespoke slides being written when required. Along with stories and examples from his extensive experience, presentations also include practical solutions that can be implemented quickly and with minimal cost.
Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross in North London. He quickly moved up through the management ranks and led a number of selling teams in different branches, culminating in heading a department in the flagship Oxford Street branch.
From there he moved to the head office to take charge of the department stores’ Intelligence Team. They acted as an internal business consultancy, reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer experience.
In 2000 Andrew was asked to lead on customer experience for the department store division. The role saw him develop JLP’s market-leading culture and attitude towards customer experience and sales with the 30,000 customer-facing Partners in 26 John Lewis shops across the UK. That customer-driven culture is something that has now became synonymous with the John Lewis brand. During his tenure John Lewis frequently won awards for customer experience from Which? Verdict and Retail Week and were regularly cited in the media as a leading customer oriented organisation. He was also responsible for the management and resolution of the group’s customer complaints.
While at John Lewis, Andrew advised many other non-competing organisations on their customer experience strategy and became recognised globally as an expert in the field.
Irish composer and conductor Eímear Noone, has made history in the music world. Known for her compelling video game and film scores, she is celebrated as the first female conductor to perform at the Oscars (2020). Eímear’s music reflects her exceptional talent, and she also advocates for women in technology and music.
Mark Gallagher is a luminary in the world of Formula 1, boasting over 30 years of multifaceted experience. From steering the success of iconic racing teams like Jordan Grand Prix and Red Bull Racing to authoring insightful books and spearheading innovations in racing technology, Mark stands as a symbol of leadership, innovation, and strategic insight in the high-velocity world of motorsports.
An economist and serial entrepreneur for human progress with 26 successful pioneering ventures under his belt, including Progressio Foundation, focusing on human progress through entrepreneurship, has just passed its 30th year and 300 projects in 33 countries; Social Venture Network Europe, the first network of socially responsible business leaders, which Marcello co-founded and led in 1993-94; the Tällberg Forum in Sweden, 2005-2013, co-founded with Bo Ekman and one of the first systems’ approach global community of leaders; and B Lab Europe, co-founded with Leen Zevenbergen in 20014-current, where he has grown B Corps in Europe from zero to over 300 (today at 600).
Based out of Amsterdam, over the past quarter century we have a built a global network that allows us to connect our clients to the most relevant and engaging experts and thought leaders who inspire, educate, challenge and entertain their audiences around the world both on stage and in live and recorded online events.
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