A renowned loyalty and industry figure, Frank has been helping global brands improve their bottom line performance by enabling them to build more effective, profitable relationships with customers, channels and employees.

With a twenty year track record at leading marketing and customer loyalty agencies, Frank has transformed the customer churn rates of major brands across the financial services, telecoms, utility and retail sectors; helping companies such as Virgin Mobile achieve the lowest churn rates in their industry.

An evangelist of NPS^TM, Frank firmly believes that passion for customer excellence combined with a clarity of vision and project goals are the essential ingredients for customer insight to transform culture and the customer’s experience.