Our Lead Consultant - Sharon Boyd
Sharon leads MKL CX Ltd - a Customer Experience Agency in the South of the UK.
MKL CX is the sister company of MKL innovation. MKL Innovation is an IoT and Digital Facilities Management Company in the UK - where Sharon is the Chief Customer Officer, and a board member.
Sharon is a Certified Customer Experience Professional - (a CCXP). She is a Director at the Customer Institute, has been a UK Customer Experience Judge, a CX World Games Captain, a global CX keynote speaker and has had books and several articles published. In February 2021 she was ranked in the top 25 Customer Experience Influencers in the UK by CX Magazine, and in the top 50 in 2022 (awaiting to hear the placement!).
Sharon is a certified Programme Manager - holding the MSP (Managing Successful Programmes) Practitioner certification, Lean Six Sigma Green Belt, Prince2 Projects Practitioner certification and Agile PGM (Programme Manager). She has also completed a certification in Patient Experience with the CXSA.
Sharon has delivered many £multi-million customer facing, digital transformation projects and programmes for FTSE 100 companies such as easyJet, Argos, Welcome Break and Whitbread.
These programmes have also centred around culture, values, customer and employee engagement and strategy execution.
She is also a C-Me accredited practitioner and has been fully trained on Insights Discovery so is able to lead colour personality profiling sessions for individuals and groups.
Sharon has worked in aviation, retail, telecomms, IT, and hospitality. She was on the board for a Not for Profit organisation for 3 years, and now coaches leaders and teams in leadership and customer experience/service.
She has also completed her Masters in Business Administration (MBA), and is now well on her way to gaining her PPL (Private Pilot's Licence). Sharon's background in aviation also means she is just as passionate about passenger experience, and for this reason, our office is located in the Cranfield aerodrome, overlooking the airfield!!
At MKL CX - we are lucky enough to be supporting by some amazing associates! Here are just a few below.
Helen is a customer experience professional with 20 years experience working on omni-channel customer experience programmes including digital journeys for E.ON, UK Passport Service, Principality Building Society and TUI Travel. She has also delivered CX operations training and coaching for an innovative automotive brand and Voice of the Customer programmes across all sectors.
Helen has worked extensively with the likes of British Airways and John Lewis to design and implement closed loop voice of the customer programmes which have delivered real time actionable insight to operational teams. She has a wealth of tech knowledge to get the best out of your customer systems and is highly skilled at stakeholder management across multi-functional teams.
Helen has a real passion for CX and will help everyone across your organisation to walk a mile in your customers shoes to empower them to deliver outstanding customer experiences.
In 2021 Helen was a Vice Captain for the CX Innovators in the CX World Games, which was a global project. In 2020 - Helen helped launch this initiative, doing a lot of the behind the scenes hard graft to make the CX magic happen!
Anna has a strong retail background having spent 11 years working on both digital and in store customer experiences for Argos. She has worked on a number of business transformation projects with a customer experience lens during periods of investment and periods of cost saving. Her experience includes the creation of a customer service retraining initiative, introducing new fulfilment propositions online and in store and the closure of old retail propositions that are no longer part of the strategic plan. She also spent a number of years refreshing and updating tired online journeys. Her projects have contributed to noticeable improvements in online journey funnels, process efficiencies and customer satisfaction scores in store.
Anna is highly skilled at working cross functionally and building stakeholder relationships, in fact these are two of her favourite things to do! She has a passion for facilitation and an enthusiasm for compassionate communication, understanding people and a skill for sensing their feelings and needs.
With both a PhD and Masters in the field of science, Anna loves to indulge in some detail and research.
Anna loves facilitation and research projects - please give her a wave when you see her!