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The Voice of Customer Experience: Gerry Brown and Lawrence Heath



In today’s episode our Guest Host Gerry is joined by Lawrence Heath, founding partner and lead CX strategist at Untangld. In this wide ranging and informative discussion, we look at the often undervalued and overlooked,  but vitally important, soft skills, that are key complements to technical and operational elements of delivering great Customer Experience.
Lawrence Heath

Lawrence Heath

Untangld Founding Partner, Strategy Director

Lawrence Heath is a founding partner at Untangld, a strategic consultancy focused on market research, brand strategy, communications, and experience design. With over a decade of experience, Lawrence has worked across financial services, FMCG, telecommunications, and automotive sectors, helping some of the world’s most ambitious companies transform their customer experience.

At Untangld, Lawrence leverages creative thinking and technology to solve complex business challenges and drive commercial success. His expertise spans consumer research, strategic development, opportunity prioritisation, project implementation, and performance analysis.

Lawrence believes effective customer experience should be simple and centred around understanding and enhancing customer interactions. He is passionate about combining strategic insight with innovative solutions to deliver impactful results.

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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