I specialize in customer success and in the interplay between organizational structures and the psychology of service. I am an organizational consultant with over 15 years of professional experience.

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I lecture in the Department of Management and Economics at the Open University and have worked with hundreds of organizations through lectures, training days, courses, and workshops for employees and managers. My work focuses on the design and management of service systems, the development of failure-proof mechanisms for handling customer complaints, and the publication of academic and professional articles on topics including service provider motivation, customer complaints, and service.

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I'm also a proud creator of the 'Play to Change' toolkit – a tool for personal and organizational transformation, designed for consultants, organizational psychologists, and managers across industries.