About Tim Wade
Described as engaging, passionate and thought-provoking, Tim is a recognised business speaker and consultant on customer experience, marketing and business growth. Tim inspires audiences to think bigger and bolder about their customer experience, brand and growth strategy.
Tim is the founder of CX Lab and has lead the transformation of businesses across multiple sectors including hospitality, retail, telecoms, financial services, B2B, energy and technology. It all began for Tim in fast paced retail. From there Tim’s rapid rise took him through roles in telecoms, financial services and hospitality ending his corporate career as Marketing Director for the worlds largest hotel brand – Best Western.
Tim’s entrepreneurial spirt was strong so after delivering a huge growth in performance at Best Western he decided to start his own consultancy. Seeing the growing rhetoric and lack of rigour around much of marketing Tim founded CX Lab with two colleagues to bring a scientific and evidence based approach to customer experience. The CX Lab philosophy is based on the facts and methods of science rather than the rhetoric of hype. This thinking brings new insight and real business growth to clients.
From a keynote speech to a two day workshops, here are some of the key topics covered:
How to deliver a customer experience that differentiates your business
Customer experience (CX) has become a core way for business to stand out and grow with Gartner stating that 87% of marketing leaders expect CX to be there primary differentiation strategy in 2017. The issue, however, is that customers don’t see this. For example, Forrester research across 15,000 customers shows that only 1% rate experiences as excellent. So the challenge for business is not the why of CX but how. How do you create a customer experience that differentiates your organisation and grows your business?
Tim’s keynote presentations and workshops will inspire you through case studies from leading organisations to demonstrate how to achieve real commercial results from customer experience. Critically, he will show you how to apply this within your own organisation.
Creating a customer centric organisation
With bands like Amazon providing drone delivery, to Uber disrupting the Taxi market merely keeping up, never mind differentiating, is becoming a constant challenge. In this fast paced digital world where customers expectations are ever increasing how do you stand out?
What the leading business have in common is that they place the customer at the centre of their organisation. What does it take to create this customer centricity and what benefits can it bring
In a keynote speech Tim will inspire with leading case studies and stories on the key steps to becoming customer centric.
The Best Western Story
Tim joined Best Western at the beginning of the financial crisis. The hotel sector wasn’t growing, the Best Western brand was performing poorly and the customer experience was best described as random. Tim completely transformed the Best Western brand. ‘Hotels with Personality’ became the brand strategy and Tim drove this through a complete transformation of customer experience, marketing, plus a major culture change throughout the group. The results saw double digit growth every year with the Best Western brand becoming the number one in its sector. How to take a middle of the road organisation and transform it is a story that audiences can relate to and be inspired into action.
What it takes to make your brand stand out in a digital world
When customer choice and expectation are rapidly growing, how do you stand out. Brands have become more important than ever in this digital world as a way for customers to easily navigate choice and to have trust. Creating this distinctive brand relies on a deep understanding of customers, the ability to keep up with (and even set) expectations but more importantly to deliver the brand experience that people want to talk about
“Delegates at our 2015 conference were captivated by Tim’s illuminating session on highlighting the fundamental importance of customer experience. Several members commented on how interesting it was to hear from someone with such a good, proven track record. His message is relevant for any industry.”
“The session delivered by Tim at our customer experience event was engaging and thought-provoking and certainly met the brief we had given him. His knowledge, real-life examples and questioning approach meant that delegates went away with ideas and perspectives that will help them on their customer experience journey. We would be happy to work with him in the future”
“Tim joined us in Australia as an international keynote speaker at the Customer 360 Symposium, a by-invitation conference for leaders in Customer Experience. I found Tim to be a pleasure to work with and highly knowledgeable and experienced in the field of Customer Experience. His keynote was very well received by our audience of enterprise marketing and Customer Experience leaders. I have no hesitation in recommending Tim as an expert in CX”
Canon, Bayer, eNett, Estee Lauder Companies, Shell, TUI, Fiat, Oracle – Net Suite, Barchester Care Homes, Provident, Greene King, Taylor Wimpey, Basware, Salesforce, Maritz CX, Clarabridge, Self Storage Association, Hilton, UK active, World Hotels, John D Wood, Transversal, Frees, Deutsche Bank, Corona Energy, National Housing Maintenance Forum, RBS