Tim Wade – Founder of the CX Lab, marketing leader

About Tim

Described as engaging and thought-provoking, Tim is a recognised international speaker on using behavioural science to understand and influence customer experience and marketing.

A passionate, intelligent speaker that challenges audiences to think differently about their customers.
As founder of CX Lab, a global consultancy pioneering the use of behavioural science and biometric devices, Tim has lead the transformation of businesses across hospitality, retail, telecoms, financial services, beauty, B2B and technology

It all began for Tim in fast paced retail. From there he climbed rapidly gaining experience in senior roles in financial services, telecoms and hospitality.

He ended his corporate career as the Marketing Director for one of the worlds’ largest hotel brands.

After success in corporate life, Tim’s entrepreneurial spirit was strong and after a stint as Managing Director of a management consultancy he decided to start his own business.

Customer service and experience have been full of stories from John Lewis or Virgin, but what is lacking is the science and the how to deliver it.

The CX Lab philosophy is about pioneering the use of behavioural science to create customer and employee experiences that generate measurable and evidenced growth for organisations.

This thinking brings new insight and real business growth to clients.

Tim brings this experience alive when he speaks, showcasing proven, tangible solutions and interesting stories and case studies that will differentiate and grow your organisation.

Key Topics

From a keynote speech to a two day workshop, here are some of the topics Tim speaks about:

Why customers don’t do what they say, why chocolate makes you buy more books and how you can improve your customer experience

Customers don’t do what they say! Behavioural and neuroscience show us that for the most part our unconscious is in charge.

This has a big impact on the customer experiences we need to create. Understanding and influencing what customers actually do, how they feel and why they do things is at the heart of great customer experiences.

Tim brings together the latest science with stories and anecdotes of successful and innovative organisations. He will challenge your audience to think differently about customers and the experiences you need to create. Come away with deeper understanding and a new way forward.

How to create a customer experience that differentiates your brand

Gartner state that 87% of marketing leaders expect CX to be their primary differentiation strategy. The challenge for business is HOW! How do you create a customer experience that differentiates your organisation and grows your business?

Tim’s presentation and workshops bring together behavioural science with amazing case studies to show you how. He challenges the audience about how to influence customers. And shows them what they need to do to deliver a leading brand and customer experience.

Speaking Testimonials

Simply phenomenal

Havas Media on behalf of Sanofi Genzyme

Tim Wade opened the Retail Week 2018 Customer Experience Masterclass. His presentation was fantastic and rich in data and insight that our audience would have struggled to get elsewhere. Facts, figures and key takeaways interspersed with witty personal anecdotes made it a lively and compelling session, with many of our delegates keen to chat to Tim afterwards. A brilliant way to start the day!

Jade O’Donoghue, Retail Week

Delegates at our 2015 conference were captivated by Tim’s illuminating session on highlighting the fundamental importance of customer experience. Several members commented on how interesting it was to hear from someone with such a good, proven track record. His message is relevant for any industry.

Liz Circuit, National Housing Maintenance Forum

The session delivered by Tim at our customer experience event was engaging and thought-provoking and certainly met the brief we had given him. His knowledge, real-life examples and questioning approach meant that delegates went away with ideas and perspectives that will help them on their customer experience journey. We would be happy to work with him in the future.

Ellie Gittos -Transversal

Tim joined us in Australia as an international keynote speaker at the Customer 360 Symposium, a by-invitation conference for leaders in Customer Experience. I found Tim to be a pleasure to work with and highly knowledgeable and experienced in the field of Customer Experience.
His keynote was very well received by our audience of enterprise marketing and Customer Experience leaders.
I have no hesitation in recommending Tim as an expert in CX.

Mark Abay –Ashton Media

Tim completely repositioned the Best Western brand; company values, customer experience and all marketing, digital and CRM activity. Tim was solely responsible for the creation of ‘hotels with personality’ and the development of the ‘personality experience’ program. Tim is a strategic and a visionary leader, an exceptional communicator and a great team manager.

Les Asplen, Managing Director Best Western Hotels