Our Lead Consultant - Sharon Boyd
Sharon leads MKL CX Ltd - a Customer Experience Agency in the South of the UK.
MKL CX also doubles as the CX arm 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.
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).
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 is Vice Captain for the CX Innovators in the CX World Games.