Alan Williams
"Service brand" Strategist and Implementor

Alan helps bring service brands to life through their people to deliver significant improvements in business results.

With more than 20 years senior management experience in customer service based businesses, Alan has a track record of success in devising holistic “service brand” strategies and then using deep operational understanding to turn the creative thinking into practical reality. He has enjoyed senior executive roles with major blue chip hospitality and outsourcing organisations as well as smaller entrepreneurial companies and also has public sector experience. He has worked on both client and supply side and as a managing director, functional support and consultant so appreciates the complexities of organisational relationships. Alan is at his best operating as a change agent, pushing the boundaries to inspire groups of people across functions and hierarchy to be proud of their role in delivering a remarkable customer experience. He thrives on leading the transformation of customer experience, employee engagement and brand alignment in a coordinated way.

Alan graduated in Hotel & Catering Administration at Surrey University where he has been a visiting lecturer, was a global train the trainer for the Marriott International Spirit to Serve programme and has attended the London Business School leadership course. He has served as President of the Meetings Industry Association and currently sits on the Board of the British Quality Foundation. In the past few years, Alan has worked with many leading companies such as InterContinental Hotels, Whitbread, Marriott, Compass, RBS, MITIE, TfL and Barclays Capital.