Tim Hughes

Tim Hughes

Title: Customer Experience

Company: Various

You are here: Speakers / Tim Hughes

Building your customer gene


The formula for building successful and sustainable customer focused businesses needn’t be elusive. Businesses need to do things differently rather than just espousing a desire to be customer centric. 


Tim will share the five questions all businesses needed to focus on and answer to make their journey a successful one, ensuring they are able to deliver great customer experiences and business outcomes.

He will talk through real world stories and battle tested strategies learned from leading the customer strategy and experience for brands such as Nationwide Building Society and First Direct.

About the speaker

Tim has a track record across multiple sectors of building distinctive market leading experiences which create more profitable relationships between customers and businesses. Each transformation he has led has involved the development of a clear and compelling vision / purpose, reinvention of customer insight mechanisms, value propositions, distribution strategies, customer journeys and target operating model.

Front and centre of every transformation programme has been culture change – resetting existing mindsets around the value of customer experience, approaches to learning/ continuous improvement, customer proposition development and business / colleague behaviours. He is passionate about delivering culture change through engagement, co-creation and collaboration – investing in people to deliver a lasting change in mindset and capability.

He led the thinking & transformation of customer experience and conduct across the UK HSBC Group (Retail & Wealth Management - HSBC, First Direct, M&S Money, Commercial & Private Bank) and has recently set up a consultancy business to help organisation in their journeys.


Tim will be speaking at: