Empathy-Driven CX & Leadership Consulting for Scalable Growth
Former Head of Customer Service at and senior leader at
I help ambitious brands build customer experiences, teams, and operations that scale with empathy, efficiency, and AI-ready strategy.
ABOUT
Who Am I?
I'm Matt Williams, a CX consultant and leadership coach with 20 years in customer service, including senior roles at Gymshark and ASOS.
I've led teams through hypergrowth, transformation, and the shift towards AI, learning what it really takes to scale customer experience while keeping the human connection at the heart of it.
I work with companies navigating change to build CX strategies and operations that scale with confidence. I help businesses avoid costly mistakes, embed empathy into every interaction, and turn strategy into reality without losing the human touch customers remember.
My focus is simple: align people and processes, create high-performing teams, and deliver measurable results that drive loyalty, efficiency, and revenue growth.
SERVICES
How I Can Help?
TESTIMONIALS
"Matt brought structure, clarity, and momentum to our Customer Support function at a time when we needed it most.."
Joe Francis, Director of Customer Experience at Gymshark