Great customer experiences
don't happen by chance.
They happen by design.
ABOUT
Andrew Richmond is a certified Customer Experience (CX) coach and advisor who empowers organisations to create exceptional customer experiences that drive advocacy, loyalty and retention.
Walking the customer journey barefoot is more than revealing what it truly feels like to be your customer — it’s about taking control of the customer lifecycle and investing in the experiences that matter most to your customers and your brand.
My goal is to build internal capability that enables organisations to continually turn customer-centric thinking into commercial value — whether through increasing customer lifetime value or reducing cost to serve.
My approach is grounded and practical, balancing customer needs with the commercial realities of the business.
>15
years CX experience
>10
industries
>20
speaking events
>75
CX projects
1
goal
SERVICES
Advisory
Providing clarity, strategy and focus
Partnering with organisations to review customer journeys, remedy identified pain points, and design strategies that fuel advocacy, loyalty and growth.
Whether through audits, journey mapping, or leadership guidance, I help teams focus on what truly drives performance.
Development
Building skills, capability and confidence
Helping leaders, teams and individuals build the skills, mindset and behaviours needed to deliver consistent, meaningful experiences.
Through tailored training, coaching and facilitation, I focus on embedding customer-centric thinking into everyday actions — creating cultural change that lasts.
Speaking
Inspiring people to think differently
Bringing energy, storytelling and practical insight to events, conferences and workshops — helping audiences connect the dots between customer centricity and business growth.
Every talk is tailored to your organisation’s context, designed to challenge thinking and spark action.
CX PROJECTS
