Richard Hornby

Richard is hugely experienced in building effective customer strategies to improve value for clients, by seeking to improve the customer experience.

This has been balanced with hands on experience of practically implementing solutions, either from the consultancy or client side perspective. This included 16 years working in retail financial services with responsibilities for Database Marketing, Customer Insight, Channel strategy, as well as Corporate Strategy and Planning.

A core skill is his ability to help senior management develop a vision and strategy and then be able to articulate this for the people who actually face customers to ensure effective implementation. With over 10 years consulting experience, he was a founder member of Peppers and Rogers in Europe. He has worked with clients that have included blue chip companies in industry sectors including Financial Services, Telco’s, Government, Utilities, Automotive, Retailing and Travel sectors. Example assignments include;

• Subscription TV.- Implemented a real time decisioning solution to drive sales through service, managing the challenges of helping staff with administrative contact centre roles, shift to a customer focused orientation
• B2B software provider: - Helped developed and implement a segment based approach to marketing strategy that led to first year revenue gains of over 40% 
• Energy Utility– Developed an insight based approach to understand customer needs and build an customer optimized contact strategy to drive retention and growth through an improved customer experience 
• UK Government Cabinet Office/ HM Revenue and Customs - .Appointed as specialist adviser on customer segmentation and its application delivering value for money services for UK Government Departments. Included delivery of a channel migration strategy for HMRC

Richard has always been at the leading edge of innovation in his field. He led the customer insight stream that launched the UK’s first Internet Bank with Nationwide Building society and in consulting he developed new customer strategy methodologies, including innovative ways of mapping and evaluating customer experience to spot opportunities for value enhancement.

Richard holds a BSc (Hons) Geography from Coventry University UK.