CTAM Europe

CTAM Europe Leadership Team

David Hicks
Membership Co-Chair

David Hicks is the CEO of Mulberry House Consulting, a specialist Consultancy advising clients worldwide on how to drive customer-centered change. David has led the business from startup and Mulberry House is now retained by SVPs and CEOs to advise some of EMEA's and North America's largest organizations on customer experience and customer-centered change.

For over 20 years David has been involved in designing and deploying customer experience programs in large service organizations. As a board-level executive he was responsible for the most recognized brand in the UK (The Royal Mail) and led the design and deployment of a service experience specification on a global level. As a member of the board, David transformed SSL (an outsourced customer management business) into the #1 position in the UK by focusing on how to define and deliver the client's customer experience using outsourced staff.

David has personally led board-level strategic and deployment advice engagements on customer-centered change in the telco, financial services, auto, retail, publishing and technology sectors. "David has a unique blend of leading this type of change himself in large organizations and also the consulting perspective from over 100 client engagements to practically advise what works and what doesn't," says Nalini Indorf Kaplan, SVP Global Customer Experience, MasterCard.

David has a MBA from the IBM Business School at Southampton University in the UK and a postgraduate diploma in Strategic Marketing at Harvard. A respected and accomplished speaker and writer on CRM and Customer Experience, David has spoken in EMEA and North America. His most recent book is Customer Experience Transformation – A Senior Executives Guide.