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Mastering Customer Advocacy: Insights from a CX Leader for top UK brands

Nick's approach to Customer Advocacy

In this episode we spoke with Nick Macfarlane, a Customer Experience Leader who’s previous companies include Sky, Vodafone and Cazoo.

Nick shared his 5 step approach to achieving great customer experience from his time working at some of the UK's biggest companies. 

During our chat, Nick also discussed some of the biggest challenges facing CX teams today and how customer advocacy is vital in helping to overcome these. 

About Nick


With over 20 years experience in Customer roles at brands such as BMW, Vodafone, Sky and Cazoo. Nick is a passionate advocate of understanding your customers’ needs and working cross functionally to ensure you are delivering the best possible experience. 

A thought leader in Voice of the Customer and conversational analytics with a focus on emphasising the human connection his mantra is CX is “just a bunch of people trying to make another bunch of peoples lives easier!” 

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