Director | Sentio-B Ltd
As the founder of Sentio-B , Jo provides advisory and coaching services for Boards and senior leaders on how to drive transformation in their customer experience. She helps organisations work out how to use their customer data, insight, and technology to drive customer experience improvements; and supports them in leading the cultural change needed to transform the customer experience and unlock business value. Jo successfully applies profound knowledge of digital transformation and delivering personalisation at scale from her executive career to a range of industry sectors in her consulting capacity.
Jo previously enjoyed a career with British Airways spanning 27 years where she held a number of senior leadership roles within the Commercial and Customer experience functions, culminating in Head of Customer Value Management. She was the driving force behind the airline’s ‘Know Me’ initiative, a successful transformation programme that embedded personalisation at scale into the customer experience and service strategy.