About the Author
Tim Robson is the owner of Coracle Learning Ltd, a management consultancy specialising in corporate culture, business improvement and employee development. Coracle designs programmes and provides advice and support to a wide spectrum of companies including some of the UK's leading brands such as Marks & Spencer, HSBC and The British Heart Foundation.
Before launching Coracle, Tim was Head of Customer Service Design for Marks and Spencer, working across all store formats, sales channels and product lines. He also led Service Change and Contact Centre teams at HBOS and ran M&S Retail Customer Services, alongside ongoing development as an accredited NLP Master Practitioner.