Frances Chapireau

I am a detail-oriented consultant who has lived in Germany since 2018 but is originally from the UK.

I came to the topic of customer experience through customer insights: I started in business-to-business customer satisfaction research. After that, I moved into the field of Customer Experience Management software and Voice of Customer programs. For a while, I also led the Customer Pulse Program for Thomson Reuters Intellectual Property & Science Division.

My main interests are Voice of Customer (program design and feedback analysis), CX strategy, stakeholder engagement and insight activation, and team development for Customer Experience or Customer Insights teams. In this context, I offer workshops using the LEGO® SERIOUS PLAY® method, which is an effective problem-solving and communication tool.

I can also advise you on the selection of a Customer Experience Management platform - I have many years of experience at ResponseTek and then at Clarabridge (now part of Qualtrics) in the design and implementation of this type of project.

I am available for remote consulting and on-site workshops throughout Germany. Depending on requirements, I am also able to visit customers in the Frankfurt area on site 1-2 times a week.