Aam Firbank

Adam Firbank

Senior Consultant

Adam is a a Senior Consultant at Aspire, with a focus on Customer Communications, Customer Journey Mapping (CJM) and Customer Experience Management (CXM). With more than 25 years’ experience in the market, Adam has worked across a number of sectors both private and public, including utilities, pharmaceuticals, building and property services, infrastructure, environmental and waste.

As Aspire’s Senior Consultant for CJM and CXM, Adam works alongside the analyst and consulting team to help enterprises establish CJM strategies that enable an evolution from CCM to CXM.

Prior to joining Aspire, Adam worked for British Gas and established customer journey mapping to link all online and offline channels with operational processes and data orchestration, which enabled British Gas to restructure how it operates with a focus on the customer.

Adam holds a number of qualifications, including a Masters in Marketing Communication, a post-graduate Diploma from the Chartered Institute of Marketing (CIM), a Bachelor’s degree in Design and is a qualified Agile Practitioner and Coach.