Customer experience expert launches new advisory service

A Sutton Coldfield-based customer experience expert has announced the launch of a new independent advisory service.

Shaun Cremins, a highly respected Certified Customer Experience Professional with over 25 years of industry leadership, has launched the new service dedicated to guiding businesses through the complexities of customer experience (CX) transformation in an increasingly digital world.

Shaun (pictured), who this week was also appointed vice-president of the Royal Sutton Coldfield Chamber of Commerce, says the new initiative aims to equip organisations - from SMEs to national enterprises - with strategies to enhance efficiency, drive profitability, and meet evolving customer expectations through the identification, sourcing, and seamless integration of appropriate digital and AI solutions.

In an era where customer expectations are soaring – 67 per cent of buyers now report higher CX expectations than ever before – many businesses struggle to keep pace.

Digital transformation efforts often fall short, with around two-thirds of such initiatives failing to meet their objectives due to fragmented strategies and a lack of integrated expertise. Shaun's new service directly addresses this critical challenge.

“The landscape of customer experience is evolving at an unprecedented rate, driven by rapid digital innovation,” says Shaun.

“Businesses understand that CX is paramount, but many feel overwhelmed by how to effectively integrate powerful tools like AI without losing the vital human connection that builds loyalty or facing prohibitive costs.

“My goal is to serve as a strategic partner, simplifying this journey by not only identifying their specific CX needs but also sourcing cost-effective, right-sized solutions and ensuring their smooth integration into their existing operations.”

The new advisory service will focus on a phased approach to CX enhancement:

• Comprehensive CX Review: A detailed assessment of current customer journeys to identify pain points and opportunities for significant improvement.
• Strategic Digital & AI Solution Identification and Sourcing: Pinpointing precise, cost-effective digital and AI solutions that are accessible to businesses of all sizes, and which align with specific business needs and customer interactions.
• Seamless Integration and Implementation Guidance: Providing expert support throughout the integration of new technologies, ensuring minimal disruption to existing operations, seamless adoption, and measurable outcomes.

Shaun's extensive background in customer-focused industries, including board-level positions in hospitality and retail, uniquely positions him to bridge the gap between traditional customer service principles and cutting-edge digital capabilities.

The outcome for clients is expected to be more efficient operations, significantly improved customer satisfaction, and a stronger foundation for sustained growth.

Shaun says businesses that excel in CX notably outperform competitors by nearly 80 per cent.

He added: “I'm passionate about helping businesses not just survive, but thrive, by truly embracing a future-ready approach to customer experience.

“This isn't just about technology; it's about making businesses more agile, more responsive, and ultimately, more profitable by putting the customer at the heart of their digital strategy, with solutions that are practical and affordable.”