About Keith

Keith has a wealth of executive-level customer centric operations and design experience, and has spent his entire career in customer service, working his way up through the industry. He has held senior roles at NHS Direct, Sainsbury’s, Condor Ferries, South East Ambulance Service, and Stagecoach, where he drove improvements and industry leading innovations to the customer service offering, and enhanced the customer experience through service delivery, commercial, technology, communication strategies, with an award-winning Voice of Customer programme.

Most recently, Keith was Chief Executive at the Customer Experience Foundation, curating and providing a range of content, resources, and thought-leadership across Contact Centres, CX, and EX, coaching to up and coming managers, and advisory work to clients, including contact strategy, operational performance and Voice of Customer design and implementation for leading organisations across sectors.

Keith has an MBA from Henley and is CCXP accredited. Keith was named a finalist in the World CX Leader of the Year in 2020 and in the Top 50 CX Stars in 2021. He has most recently judged for the UK Customer Experience Awards, and is an ILM Certified Coach and Mentor.

"Married to Lindsay and based in the West Country, I’m embracing a new pace of life surrounded by stunning landscapes, rural charm, and a strong sense of community. One of the real joys has been spending time by the rivers and canals, sitting back, watching the world go by at a slower pace 

Music has always been a huge part of my life - I'm a big fan of Oasis and love nothing more than seeing live bands and going to gigs. There’s something about the energy of a great live performance that never gets old.

When I’m not at a gig, you’ll likely find me on the golf course, enjoying the challenge of the game. And when it comes to football, I’m a passionate Southampton FC supporter - whether cheering from the stands or watching from home, it’s always a rollercoaster ride!"