Ian Williams

Ian Williams is an experienced professional in customer experience and data analytics, currently serving as the Director of Customer Journey & Data Analytics at Concentrix since September 2023, overseeing consulting projects for CX Ops clients in the DACH region, Netherlands, and the Nordics. Prior to this role, Ian was the Global Head of Integrated CX, CRM & Loyalty at ECCO Shoes, where responsibilities included rebuilding the D2C global CX strategy and managing a team focused on eCommerce, loyalty, and digital marketing. From May 2009 to January 2022, Ian held the position of Managing Director at Jericho, providing expertise in customer experience and marketing. Additional experience includes establishing the CX Consulting practice at Amadeus Airlines and serving as Marketing Development Director at American Express in the EMEA region. Ian holds a Diplom Betriebswirt from FH Münster and an MBA in Strategic Marketing from the University of Hull.