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I had the pleasure of working with Dave and watched him deliver a TED-style talk for Cornwall Council on Continuous Improvement, Customer Experience, and...
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Dave from Carter Consultancy makes the message clear and relevant to you regardless of your role or seniority within the team or wider company. He makes it...
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Working with Dave at Carter Consultancy was a breath of fresh air! Their workshop helped us untangle a process that had been causing headaches for far too...
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I had the pleasure of working with Dave while at Enghouse where we partnered on driving a cultural transformation to customer experience focused. Through...
Expertise
- Business Consultancy
- Business Strategy
- Change Management
- Change & Transformation
- Continuous Improvement
- Customer Centric Culture
- Customer Engagement
- Customer Experience
- Customer Experience Management
- Customer experience strategy
- Customer Success
- Customer Success Management
- Customer Relationship Management
- Customer Retention
- Change Management Training
- Training & Development
- Training and Coaching
- Training and Consultancy
- Lean
- Lean Management
- Lean methodology
- Six Sigma
- Cost & Efficiency Savings
- Cost Reduction
- Productivity Improvement
- Employee Engagement
- Employee Engagement/Retention
- Business Assessment
- Culture & Engagement
- Culture and Transformation
- Culture Audit
- Cultural Awareness
- Culture transformation
- Process Analysis and Mapping
- process mapping
- Customer Journey Mapping
- Operational Efficiency
- Operational Excellence
- Operational Improvement
- Operational Processes
Summary
But we’ve always done it that way!” … sound familiar?
You’ve probably heard that line more times than you can count, especially when trying to move the needle on efficiency, culture, or service quality.
I work with ambitious organisations that want to grow profitably without burning out their teams or breaking the customer experience. Together, we implement sustainable changes that create high-performing teams, happier customers, and scalable operations.
The ‘Triangle of Truth’: CI. CX. Change.
I call it the “Triangle of Truth”. The sweet spot where Continuous Improvement, Customer Experience, and Change Management intersect. It’s the foundation for transformation that actually sticks.
✔ Inefficient processes? → We optimise for performance and cost.
✔ Struggling teams? → We drive cultural change that builds engagement and ownership.
✔ Dropping customer loyalty? → We turn CX insights into real-world improvements that keep customers coming back.
✔ Unmaintainable results? → We focus on implementing processes that drive continuous, sustainable change.
Common challenges I help clients solve:
- Scaling creates chaos; what worked at 30 people breaks down at 300.
- Teams rely on firefighting, not systems.
- Departments pull in different directions, creating friction, not flow.
- Customer feedback piles up but rarely drives real change.
- Everyone’s tired of results that don’t stick
Why work with me?
With over a decade of experience leading large-scale transformations, I bring a balance of strategic thinking and real-world pragmatism. No jargon. No fluff. Just lasting change, led by your people.
I’m also proud to be ranked #5 CX Influencer globally, recognised for helping organisations translate customer insights into measurable business results.
A few outcomes we’ve achieved:
- £2.5M in cost savings unlocked through process optimisation, without a single layoff.
- 40% reduction in manual tasks through cross-functional alignment and smarter systems.
- Customer complaints cut in half, thanks to CX transformation that stuck.
- Employee engagement up 35% by shifting culture, not just perks.
- Change fatigue replaced with momentum, because teams owned the improvements.
If you’re tired of “transformation theatre” and ready for real traction, let’s talk.
Experience
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Carter Consultancy
Director & Principal Consultant
- Current
