Jo Higton is an experienced trainer and manager in a range of operational environments including retail, contact centre and professional services. Jo previously worked with Argos, Homeserve and Domestic & General and her current clients include Ford Retail, Greene King, and Rentokil Initial.

Jo has worked closely with John and the team at Ford for the last four years to design, develop and deliver a customer experience improvement project to enable Ford Retail to engage with and manage customers’ emotions. Jo’s role was central to the whole project, designing and delivering a customer service skills workshop that would engage all 3,000 employees regardless of their role in the organisation. Jo still plays an integral role on the Moments of Truth steering group.

Jo is a Mathematics graduate of Sheffield University, a member of the Chartered Institute of Personnel Development and an NLP master practitioner. Jo is an accredited customer service trainer and assessor with the Customer Service Training Network and the Institute of Customer Service. She is an Associate Lecturer in Leadership and Marketing at the University of Derby.