Tim is the founder and Chief Experience Officer of Experience Insight, leading the use of science to understand and improve customers’ experiences of retail places, processes and people.
Tim has always been fascinated by neuroscience, and always believed that science can benefit business. After a successful and varied career in advertising, he moved into customer experience in earnest in 2003. In 2005, he co-founded the Newcomen ‘science of experience’ Group, a unique organisation devoted to bringing science and business closer together.
His passion for customer experience grew into a business philosophy based on new psychological and neuroscientific thinking, and in 2012 he established Experience Insight. His goal is to understand customer experience in forensic detail and to apply that understanding to developing practical, commercial solutions for the real world.
Tim is also partnering with the University of Reading School of Psychology; Clinical Language Sciences, headed by Professor Laurie Butler, on a scientific research project to further investigate customer experience.
Stephen leads on the research, development and implementation of digital solutions for Experience Insight clients, focusing on analytics and the enhancement of customer experiences.
Stephen’s experience and expertise is in supporting organisations in the innovation and deployment of Marketing Technology and Customer Relationship Management solutions. He has worked with a diverse range of clients including the NHS and Ministry of Defence, as well as major banks, insurance companies and global technology and software organisations. Stephen’s career began in programming and analytics and includes the founding of two Marketing Technology startups and placements in Germany, Netherlands and the USA.
Wani is a qualified teacher. He came to his training and coaching role at Experience Insight via coaching and mentoring talent for the UK Athletics’ Governing Body, and teaching secondary school mathematics.
Wani is all about building relationships and creating the climate for change – understanding what different people need, making training content relevant and accessible, and coaching to help individuals and teams recognise and achieve their potential.
Lorraine co-ordinates the delivery of Experience Insight training and coaching, liaising with our clients and trainers to schedule in-house delivery of all our programmes. She also oversees the publication and distribution of training support materials and learner reports, and generally makes sure that all our trainers are well-supported and that all our office functions run smoothly.
Lorraine was previously a supervisor for the Citizen’s Advice Service. She trained and managed a team of support workers and volunteer assessors, and monitored and evaluated the quality of the advice and services provided.
Emma is trained and accredited through the CIPD in Learning and Development, and is certified at PTTLS level in adult teaching. She has over ten years’ experience of training, coaching and mentoring adults in the workplace, including three years with Experience Insight.
Emma has trained as a client centred ‘transformative’ coach, applying cognitive behavioural coaching, transactional analysis and positive psychology approaches and techniques. She is also an accredited Youth Coach with the International Coaching Federation, and volunteers for a community-based charity that works with disadvantaged young people.