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Amanda Riches

Amanda Riches

Senior Director, Head of CX and EX Consulting

Amanda has almost 20 years experience driving change in large, multi-sector organisations and she was recently named the top CX professional in the UK by the CX Magazine. Previously Head of Quality & Guest Insight at Whitbread, Amanda established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain. Now Senior Director of Professional Services for Medallia, she leads customer and employee experience consulting across EMEA, helping clients operationalise the voice of their customers, employees, and partners, engaging senior and frontline teams to drive action on the things that matter most.

customer experience marketing
Aug 05, 2021
Customer Experience

Customer Experience and Marketing: 5 Best Practices You Need to Know

Customer Experience and Marketing: 5 Best Practices You Need to Know

When customer experience and marketing work together, organizations have the potential to truly deliver on their brand promises, deliver personalized experiences, activate promoters, and more. Here are five customer experience and marketing best practices you should know. Customer expectations are higher than ever before — and so are the stakes

When customer experience and marketing work together, organizations have the potential to truly deliver on their brand promises, deliver personalized experiences, activate promoters, and more. Here are five customer experience and marketing best practices you should know. Customer expectations are higher than ever before — and so are the stakes

Voice of the Client: How Fidelity International Puts Customers First
Nov 19, 2020
Customer Experience

Voice of the Client: How Fidelity International Puts Customers First

Voice of the Client: How Fidelity International Puts Customers First

Fidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million clients in 28 countries and offers world-class investment solutions and services and retirement expertise. Driven by the

Fidelity International’s new voice of client programme has helped lead to improved customer retention and net new sales. Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million clients in 28 countries and offers world-class investment solutions and services and retirement expertise. Driven by the