Great customer experiences
don't happen by chance.
They happen by design.
ABOUT
Andrew Richmond, Customer Experience (CX) coach and advisor, helps organisations unlock growth, efficiency, and trust by improving the experiences that matter most.
Walking the customer journey barefoot is more than revealing what it truly feels like to be your customer — it’s about gaining clarity on where experience genuinely shapes outcomes, and focusing effort where it counts.
My goal is to build internal capability that enables organisations to consistently turn customer-centric thinking into commercial value — whether by increasing customer lifetime value or reducing cost to serve.
My approach is grounded and practical, balancing customer needs with the commercial realities of the business.
>15
years CX experience
>10
industries
>20
speaking events
>75
CX projects
1
goal
SERVICES
Advisory
Providing clarity, focus, and commercial direction
Identifying which customer experiences genuinely shape outcomes — and which ones quietly drain effort, cost, and attention.
Through journey reviews, experience diagnostics, and leadership advisory, I help organisations focus on the changes that truly drives performance.
Development
Building internal capability,
not dependency
Building the internal capability to lead customer experience decisions independently and at pace.
Through tailored training, coaching, and facilitation, I equip leaders and teams to confidently and consistently turn customer-centric thinking into sustained action.
Speaking
Shifting thinking, not just inspiring it
Helping audiences connect the dots between customer experience, operational choices, and business performance.
Every talk combines energy, storytelling, and practical insight — designed to provoke discussion, reset assumptions, and create momentum for meaningful change.
CX PROJECTS
