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I started the Customer Experience Foundation to build a network of smart reliable people from different cultures and countries - it has been a privilege to get to spend time with them
Over the last 16 years since I first had the idea,
I have travelled the world to teach a lot of extraordinary people (and every student and delegate taught me more than I taught them)
Had wonderful experiences working with more than 1000 of the world's largest organisation
Workshops and Keynotes at conferences in 20+ Countries chaired a lot of events and delivered experiences
Started a school of real customer experience
Helped in designing experiences, auditing and transformed experiences and just creating fun
I am pleased to let you know that I have decided that it is time to pass the Foundation into new hands that I feel sure will continue to develop the next chapter.
Yes, the time has now come for fresh ideas that can give it new momentum and develop the Foundation to be a new voice for the industry, that is available and accessible to everyone.
I am proud that Keith Gait (an outstanding pragmatic Customer Experience Leader) is taking over the foundation. I hope he has as much fun as I did!
Keith has a wealth of executive-level customer-centric operations experience and has spent his entire career in customer service, working his way up through the industry. Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers, and this will be a key focus and purpose for the Foundation in its future development and activities
I am very pleased that Keith has invited me to stay on with the Foundation in the role of Chairman Emeritus over the coming years, to continue to provide insights and thought leadership across the industry and develop the Foundation in new geographies.
Keith and I have been discussing this over recent months, as you know the Foundation has been very close to my heart for a long time, and I am very excited about the plans for the development of the Foundation, and I know you will be too. There are lots of exciting things ahead!
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