Matt Watkinson


Matt Watkinson is a leading expert on customer experience. His book, The Ten Principles Behind Great Customer Experiences is considered by many to be the definitive book on the subject, and won the CMI’s Management Book of the Year in 2014. He has also written for Wired Magazine and The Guardian on business and innovation. As a speaker he is in demand internationally, and has spoken at conferences and private events across Europe and the USA, in South America and Africa.

With a decade of experience working with organisations of all shapes and sizes, Matt’s focus is on practical guidance that works in the real world. He believes that universal psychological principles are the most powerful tool we have when it comes to defining and improving customer experiences; principles that are often overlooked by data worshippers and process junkies.