Thérèse Charlton

CX Diaries - with Keith Gait

“Thoughtful application of technology”

Thérèse tells us about her most recent role at Manchester Airport to improve the passenger experience, how thoughtful application of technology is the real prize, about how it is applied not what you buy, putting yourself in your customer's shoes, and avoiding Magpie behaviour.

We hear about Thérèse’s roles throughout her career, with a strong network and an unstructured career path, and how she learned through others, and her experiences of new build centres and running her own recruitment business. We also hear about her more recent consulting roles, how worlds collide during your life, and gathering a bag of skills through your career.

We hear about her first job in a pub, how she understood she enjoyed interacting with and serving people, her teenage aspirations to be a firefighter, being called a “Tele Lady”, the adrenaline and sudoku of running operations every day, the importance of gut instinct as a data point, her recently found love of gardening, and her buzz for travelling.