Kevin Waters
Customer Centricity

“The customer is always right” is an oft used phrase and being customer-centric is a goal for many businesses. But what does it actually mean and how do we achieve it?

A highly regarded ex-big 4 consultant, Kevin has spent the last 17 years working globally with major service brands and local authorities to develop and put into practice insight-led strategies to drive consistently brilliant customer experiences. His specific expertise is in customer insight, customer centred operating model design and people related change. As a pioneer in customer centred change, he has been sought out to help develop methodologies for several leading firms. He has also been an advisor to boards and leadership teams. As a Philosophy graduate, he brings significant depth of thought and logic and as a certified 6 Sigma Black Belt, he is highly rigorous in approach and has a relentless focus on empirical benefits.