Brian leads The Institute of Customer Service’s activities in member propositions, research and insight. He joined The Institute from BT where, over 18 years, he worked in a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers – from consumers and small businesses to large, global corporates and government departments.
At The Institute, Brian has worked on research projects on Evolving Customer Behaviours, Employee Engagement and Customer Satisfaction, the People and Technology Interface in Customer Service, Service Productivity, and the Relationship between Customer Satisfaction and Financial Performance.
