Alan Pennington
Alan Pennington
Deputy Chairman

Alan is recognised as one of the global experts in the field of customer and employee experience strategy, mapping and design. Once again recognised as one of the top 25 Global CX Thought Leaders & Influencers in the 2020 list and also recognised in the latest release of as one of the Top Global Thought leaders in Experience Design.

As Co-Founder of the CX/EX business Mulberry Consulting he has been responsible for the design and deployment of customer experience programmes in large service and B2B organisations for over 25 years, clients have included Citibank Cards, Emirates Airlines, UPS, Aon, Aviva, Reed Elsevier, British Council, Mazda and Merrill Lynch. Following the sale of the Mulberry Consulting business in 2014 he is now working independently in the Customer Experience discipline.

He was invited as a Global Thought Leader to write the book on Customer Experience by Pearson Educational Publishing. The book titled “The Customer Experience Book” was published in September 2016 and is now a best seller.

Alan is now working as a Customer Experience Special Advisor, is a Partner at Gloo Group and Deputy Chairman of SuiteCX the leading CX software busines. He provides both one to one coaching and mentoring in all aspects of customer & employee experience along with specific support for business initiatives in the CX/EX space along with bespoke training and development courses.