For more than two decades I've worked in customer experience, buyer experience and go-to-market across enterprises, agencies and as a consultant. The disciplines have come a long way, and the best CX and BX leaders I work with know there's still further to go. Personas, journey maps and NPS scores are useful, but on their own they don't shift how an organisation actually shows up for the people trying to buy from it and stay with it.
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The organisations that get the most from CX and BX are the ones willing to look deeper at the hidden friction inside the business, the gaps between how teams work and how buyers actually decide, and the distance between what's promised and what's delivered. That's where real customer and commercial impact lives, and it's the work I love doing with clients.
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Hiya is how I do that work. Consulting, training and practical tools to help organisations understand their buyers and customers properly, surface what's getting in the way, and build the alignment needed to act on it. It's also where Discovery and the Relativity Framework came from, built because clients kept asking for a structured way to do this end-to-end.