TribeCX, the practitioner-led customer experience community, has appointed Mark Harrison as its new Chair. Harrison will lead TribeCX toward becoming a globally preferred partner for help building customer experience capabilities that deliver business goals.
Mark brings a wealth of understanding in the CX field, having led Shell’s global customer experience initiatives as General Manager, Customer Excellence. There, he was responsible for ensuring that the customer experience strategy and operations were best-in-market. His four year tenure drove a transformation in customer experience for Shell’s B2B and B2C customers across 30+ markets, with Customer Satisfaction Index scores rising from 6.4 to 8.5 and Net Promoter Scores jumping from below 20 to 60. Harrison also oversaw a company-wide cultural shift which embedded customer experience at the centre of the business, resulting in over $100m of additional revenue.
Of his appointment to TribeCX, Harrison says, “Whilst at Shell, there was nothing like TribeCX in the market to help build the business capabilities to deliver outcomes from customer experience. It would have made a major difference to accelerating and de-risking many of the programmes we were implementing.”
Since its launch a year ago, TribeCX has enjoyed rapid growth, developing customer experience capabilities for the likes of Ladbrokes Coral, UPS, E.ON, Heathrow airport, GVC Holdings, Cambridge University Press, the AARP, Eli Lilly and Company, and Salesforce.
Harrison’s role is to ensure the board builds on its success by delivering on the company’s global ambition and is effective in implementing the development of its toolkits, assessments, coaching and community engagement.
David Hicks, CEO and co-Founder of TribeCX, says of the appointment “As a practitioner led business, the insight and experience that Mark will bring to the Chair role is invaluable. Our approach is based on our belief that Customer Experience, done well, benefits the customer, the employee and the shareholder, and Mark’s previous successes are testament that this approach works, so we can’t think of a better person to have at the TribeCX helm.”
Harrison adds; “I believe everyone has the right to expect a great customer experience, and I’m not alone; according to research by the Harvard Business Review, 73% of business leaders said customer experience is critical to their company’s performance, and 93% agree that it would be two years until they had a reliable and relevant strategy. The biggest challenge they have is a lack of clear understanding as to what a good customer experience should be, and the actionable steps to improve it. I’m passionate about helping fellow customer experience leaders succeed and deliver their business goals, and TribeCX’s community, experience, understanding and global reach ensures CX leaders get the right advice and support.”
In addition to taking on the Chair role at TribeCX, Mark Harrison is also a Board Director at Warwick Analytics.