Jeremy is recognized by major vendors, clients, and former colleagues as a thought leader in customer experience and engagement. Formative experiences in IBM throughout the 1990s convinced him of the critical importance to the business success of understanding the world from the customer’s viewpoint. To thrive any business must sense, respond and adapt to customer behaviors, and provide a convenient and contextually relevant experience. Over the last 23 years, he has provided advisory support for a wide range of global and UK-based businesses. Not just helping them select the right CRM systems or customer engagement platforms, but also how to extract value from them.
Before setting up his own advisory company, CX-Create Ltd in January 2021, he was a principal analyst at Ovum (now Omdia) continuing his focus on what it takes to remain relevant to customers to drive profitable growth and the crucial role of advanced CRM applications and CEPs. In May 2022, Jeremy was identified as a top 50 global thought leader in CRM by Thinkers360.