CX people

B2B or B2C? We’re a P2P business. People to people.

The CXCo team has an outstanding pedigree and varied experience all designed to help you to achieve better, more profitable relationships with your customers. 
Meet the team...

Simon Barbato

For over 21 years, Simon has been consulting with clients across the UK and abroad on marketing and customer engagement strategies including brand development, internal communications and customer retention. Since 2006, he has been actively involved with IIC and has worked hand-in-hand with IIC on a number of shared clients including brands from Legal & General, Tui plc and PageOne Communications. Simon actively believes that brand and CX are intrinsically linked. His passion is ensuring that his clients maximise the potential of both.

Steve Richardson
Executive Director

Having held senior creative director roles in London, Auckland and now Bath, Steve is a seasoned problem solver. His approach to brand is 360° and that includes delivery of your brand proposition through every channel – tangible and intangible. Customer experience plays a huge, but often under-estimated part of brand delivery and it’s Steves’ role to challenge existing norms, to tease out the art of the possible and to provide solutions for improved CX delivery that are achievable, effective and memorable.

Peter Gandolfi
Executive Director

Peter was Head of Brand Strategy for Nationwide Building Society for over a decade. As well as being the architect of one of the financial services’ most effective brand positioning strategies, customer experience also was part of Peter’s remit. This included in-branch, online, call centre and face to face. His focus was ensuring that customers felt a consistent and outstanding level of customer experience at each touch point. Peter acts as consultant to CXCo clients in best practice and strategy.

Charlie Williams

For more than 10 years, Charlie has been at the forefront of Customer Experience management. Since his involvement in the establishing of Investor In Customers (IIC) in 2006, he’s been working with organisations worldwide to help them improve the experience they provide their customers.

As a Net Promoter® Certified Associate and Certified Customer Experience Practitioner, Charlie collaborates with his clients to identify the impact of improved customer loyalty and to deliver better financial outcomes as a result of the programmes he facilitates. To his role in CXCo Charlie brings a wealth of experience and insight from clients with B2B, B2C and intermediated customer relationships in the financial services, telecoms, travel and professional services sectors.

Sarah Dennis
Marketing Manager

With a solid background in Marketing and Client Services, Sarah is used to putting customer experience at the heart of communications. She looks after the CXCO brand, social media and business development campaigns, as well as attending events and seminars. She is also responsible for producing client case studies and working with our clients to maximise the impact of our CX work to their internal and external audiences.

Adriana Panas-Webb
Project Manager

Adriana started working in Customer Experience two years ago and has moved on to become Project Manager, managing a host of accounts. Adriana focuses on Net Promoter surveys across the globe but she also has experience in IIC surveys. She is the point of contact for all existing projects and can answer any questions that you may have. Running the day to day operations for the Customer Experience programmes, Adriana's role is very much customer focused ensuring the data capture goes without a hitch.