Jonathan Daniels is a customer experience transformation leader, author, speaker, and programme professional with over 15 years of experience delivering large-scale business and technology transformation initiatives for some of the world’s most recognised organisations. He specialises in helping organisations become more customer-centric by aligning strategy, customer insight, processes, technology, and culture.

Jonathan is the author of The Customer Experience Playbook, a practical guide to building customer-centric organisations, available on Amazon: The Customer Experience Playbook.

Jonathan is also the creator of Journey View, a customer journey and persona management platform built on Microsoft Azure. Journey View enables organisations to map customer journeys, manage personas, connect customer feedback to business improvement initiatives, and prioritise investments based on customer and business value.

As the Founder and Director of CX Centric, Jonathan leads a consultancy focused on customer experience transformation, Microsoft technologies, and professional development. Through CX Centric, he delivers internationally recognised training and certification programmes in Customer Experience Leadership and Customer Experience Analysis, helping organisations and professionals develop the skills needed to drive measurable customer outcomes.

A recognised thought leader in the CX profession, Jonathan founded CX Centric Conversations, an international community that brings together customer experience professionals, business leaders, and practitioners for interactive discussions, knowledge sharing, and industry learning.

He is also the creator of the State of Customer Centricity Project, a global research initiative that has been used by more than 700 organisations worldwide to assess and improve customer-centric maturity.