Russell heads up the CX advisory team in W5. He has a wealth of international experience in building commercial excellence and using customer experience as a guiding strategy, gained over twenty years in consultancy, start-ups and large corporates. Over his career Russell has been accountable for Customer Experience, Customer Service, Brand, Strategy and Communication. He has built and grown new businesses as well as having consultant-side experience with numerous blue-chip companies. He is skilled in identification of the on the ground challenges that organisations and their staff face, and importantly in creating solutions. He knows how to balance ideas and vision with practicality and is skilled at spanning the strategy to operations spectrum. He has held executive roles with global responsibility and lived in five countries during his career. Most recently Russell headed up Group Customer Experience & Partner Management with Smartbox Group. Prior to that Russell was Global Head of Strategy, Customer Experience, Brand, Marketing & Communication in Maersk Group.
An integrator, who fits all the pieces together to deliver sustainable profitability, Russell believes in the power and importance of a strong organisational culture, employee engagement, customer loyalty, alignment and effective communication.