Judges

Professor of Strategic Marketing at Henley Business School and Founder and Director of the Henley Centre for Customer Management

Moira is a leading expert in Strategic Marketing, Strategic Customer Management; her main areas of research and consulting are in Customer Management, Customer Centricity, Customer Experience, Customer Journey Mapping, Service Excellence, Key Account Management and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of best practice customer experience, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention.

Moira has extensive marketing and customer management consultancy experience with leading international companies. She is a frequent keynote speaker at many public and in-company seminars and conferences around the world. She is a sought-after commentator on current marketing and Customer Management issues for national press, radio, and TV.

She has researched and published widely on Customer Management, Relationship Marketing, Customer Experience and Service Excellence. Publications include for example, the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Psychology and Marketing and International Journal of Management Reviews.

Prior to her academic career, Moira was a successful international marketer based in Munich. She has been involved with a wide range of industries including service industries, engineering, consumer, international health food manufacturers and industrial goods manufacturers. She is a graduate in Business Studies, has an MBA from Cranfield and a PhD from Cranfield.