I help brands stop unknowingly torturing their customers.

Hi, I’m CLo. After 20 years of obsessing over what makes customers fall in love with brands (and what makes them run), I've learned this: Many companies are leaving millions on the table because they’re not always on the customer’s side.

The uncomfortable truth about Customer Experience:

While everyone else is chasing NPS scores and conversion rates, I'm in the trenches figuring out why customers actually choose one brand over another, every time.

Spoiler alert: It's not what you think.

It's when your favourite hotel remembers how you like to sleep. The way Patagonia replaces your jacket with no quibbles. How Sephora nails the perfect shade for your skin tone and style. The airline that sends your missing luggage to your destination along with a free upgrade.

These aren't accidents. They're the result of obsessing over every detail that treats customers as real people.

How I actually work:

Think Undercover Boss meets Erin Brockovich with a dash of Simon Sinek.

I go deep. I find the gaps everyone else missed. Then I help brands turn those insights into experiences that customers can't stop talking about.

Beyond the typical CX playbook, I specialize in helping brands reach their full potential by unlocking what makes them uniquely magnetic.

What I've learned from the trenches:

I've created experiences for brands like Nike, Unilever, Boots, Estée Lauder, Tesco, Burger King, Barclays, Samsung, Audi, and British Airways.

Here's what I’ve learned: Size doesn't matter. Philosophy does.

The brands that win aren't the biggest or the cheapest. They're the ones that understand customer experience isn't a department - it's a shared belief and ownership.

I love working in sectors where it's not just about selling products, but connecting to how customers feel:

• Food & Beverage (because taste is emotional)

• Health & Beauty (because confidence is personal)

• Retail (because shopping should evoke desire)

• Travel & Hospitality (because memories matter more than miles)

What I actually do:

• CX Strategy & Design:
Finding the 20% of changes that create 80% of the impact for customers.

• Service Design:
Building services so good customers become evangelists without being asked.

• Innovation & Product Design:
Turning your unique brand DNA into products customers can't find anywhere else.

• Training & Mentoring:
Teaching teams how to think like customers instead of companies.

Ready to stop leaving money on the table?
Let's talk about turning your customer interactions into competitive advantages that actually matter. Book a call with me to unlock your brand’s deliciousness.

When I'm not obsessing over CX

You'll find me experimenting in the kitchen or illustrating deliciousness - because creating experiences people love is what I live and breathe.

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