About Us

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About CX Consultants

We may be a relatively small CX & CRM consultancy, but behind the door to our modest office in Uppingham, Rutland, lies a wealth of experience and knowledge.

 

Having been both 'the client' and the 'customer success manager' managing large-scale UK call centre operations, customer success relationships for leading solution providers, including Oracle, and being inhouse technical CRM System Managers, our team have the experience and the expertise to help support you in your CX journey.

 

Our commercial experience gives us a deep understanding of what is required to align business objectives with processes and either 'off the shelf' or custom technology, in order to help our clients build, sustain, and modernise their customer experience.

 

As qualified and trusted Oracle Service Cloud, Zendesk and Salesforce partners, you can be assured of an implementation that fully complies with up-to-date best practice.

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CRM, CX & Digital Consultant | 2 years of experience

Marketing Consultant | 20 years of experience

Meet The Team

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Chris Merricks

Director | 20 years of experience

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Chris is our Contact Centre and Customer Experience guru. Chris was a Head of Contact Centre before joining Oracle as a Customer Success Manager where he supported a diverse range of clients with their CRM delivery and maintenance. CAREER HISTORY: Chris has over 20 years of experience in the CX & CRM arena, working his way up through contact centres before managing a major travel company’s UK team where part of his role involved being responsible for “RightNow” the CRM system later bought by Oracle. This prompted Chris to move over to the vendor side where he worked for Oracle as a Customer Success Manager helping multiple customers to get the most out of their CRM. When Chris was asked to support an Oracle Partner on an implementation project in 2018, it seemed the perfect time to take the plunge and set up his own company, Zeela Consulting, which later became CX Consultants. Since then the numbers of our customers, employees and contractors have grown, leading to further strategic partnerships with other Oracle partners, CRMs and technologies. CHILDHOOD DREAM JOB: “I wanted to be a journalist or author. I loved reading, language and was curious about what made people tick. However, as I grow older I have to confess that I’ll now settle for still having my original knees when I retire!”

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Paresha Merricks

Director | 20 years of experience

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Paresha is our Quality Assurance specialist. Her eye for detail is second to none which makes her the ideal person to assure the quality of both our internal and external customer projects and their delivery to the highest of standards. CAREER HISTORY: Working in both the public and private sectors in customer and patient facing roles for organisations as diverse as HSBC and the NHS has given Paresha a broad range of experience which has enabled her to develop the skills to help us deliver high-quality products and services Paresha joined us in 2018 where her exceptionally organised, methodical and professional manner guarantees the quality of our final products. CHILDHOOD DREAM JOB: "I wanted to be a police officer so that I could help people, and of course catch baddies"

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Nathalie Shawcross

Head of service Delivery | 20 years of experience

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Nathalie is our Head of Service Delivery and has over 20 years of experience creating and developing CRM systems both client and agency side. What Nathalie doesn’t know about CX and CRM strategies and systems isn’t worth knowing. CAREER HISTORY: Nathalie moved to working solely in Customer Experience and CRM systems in 2005 after managing these as part of her marketing roles in the construction and logistics sectors where she was responsible also for marketing campaigns and sales opportunities management. Realising the benefits of an expertly designed system Nathalie decided to change direction from marketing to the CX and CRM space. Since then she has developed her CX and CRM system expertise working for a major international retailer where she managed the customer experience and CRM systems before moving into a global role across customer service and then redesigning the customer systems across Europe for a technology company. Nathalie joined us in 2020 as Head of our Service Delivery team and is responsible for delivering CX and CRM system implementations for our ever-growing client base. CHILDHOOD DREAM JOB: “I wanted to an accountant when I was younger as I loved numbers, but then I decided it was a bit too boring for me. As I grew older, I realised I was good at marketing so I moved into that instead.”

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Ruth Taylor

Marketing Consultant | 20 years of experience

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Ruth is our marketing expert. After working in marketing for over 20 years for both agency and in-house, Ruth has gained a solid understanding of how to create valuable and engaging content, so whether it’s online or offline, B2B or B2C, Ruth is our go-to person for all things marketing. CAREER HISTORY: Ruth started her career agency side working for a range of PR clients in the built environment sector before moving in house as marketing manager for a leading safety specialist. When the company was bought by a global safety group, Ruth was promoted to Regional Marketing Manager where she was responsible for the marketing of 14 of the group’s businesses across the UK, Ireland and Holland. Ruth’s roles have involved a wide range of marketing skills including brand management, copywriting press releases and feature articles, blogs and website content through to new website designs, video creation and brochures as well as overall campaign planning and management. Ruth joined us in 2022 as our Marketing Consultant and is responsible for shaping our marketing strategies, creating valuable content and providing strategic input into our marketing campaigns. CHILDHOOD DREAM JOB: "I wanted to be a world-famous, crime-busting detective but I realised I couldn’t compete with Charlie’s Angels! I loved reading and was good at writing so I decided to focus on something that involved both of these. It was a toss up between journalism and PR/marketing. The latter won"

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Callum Mcleod

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CRM, CX & Digital Consultant | 2 years of experience

Callum is our Digital Specialist. When it comes to developing marketing campaigns, producing social medial content, designing websites or conducting in depth research and product testing, Callum knows his stuff. CAREER HISTORY: Callum was first exposed to the world of customer experience whilst studying psychology at Leeds Beckett University where he gained a deep understanding of what people respond to any why. Whilst still at University, Callum volunteered to manage the Customer Service channels for a small business. This eventually transitioned to him developing and managing their entire digital presence Callum joined us in 2021 as CRM & CX consultant assisting us in the development and implementation of the social media and marketing campaigns for ourselves and for a wide range of our clients. Since then his role has expanded to include web design, research, product testing and development. CHILDHOOD DREAM JOB: 'When I was quite young I decided that I wanted to be a chef, however, after years of searching through cook books and burning simple meals, I came to realise that I much preferred eating food than I did cooking it.'

Solutions we work with

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Have more questions?
Reach out to one of the experts in our team.