Adam Firbank Joins Aspire’s Senior Consultancy Team

Customer Communications, Customer Journey Mapping and Customer Experience Management expert will support Aspire’s growing Enterprise offering


03 May 2022: Global analyst and market research firm, Aspire Customer Communications Services, has appointed Adam Firbank as Senior Consultant. Based in the U.K. but supporting the company’s analyst and consulting work globally, Adam joins Aspire with more than 25 years’ experience in the Customer Communications, Customer Journey Mapping (CJM) and Customer Experience Management (CXM) markets, across a number of both private and public sectors.

Firbank joins Aspire from British Gas, where he was responsible for establishing customer journey mapping to link all online and offline channels with operational processes and data orchestration, which enabled the company to successfully restructure its operations to focus on the customer.

As a Senior Consultant at Aspire, Adam will work closely with the existing analyst and consulting team to help enterprises establish winning CJM strategies that enable an evolution from CCM to CXM.

“Adam is highly regarded in the industry as an expert when it comes to Customer Journey Mapping and Customer Experience Management, so we’re thrilled that he’s joining the Aspire team. The breadth of his experience along with the depth of his market expertise make him the perfect fit for our growing team of industry analysts and consultants,” commented Kaspar Roos, CEO & Founder of Aspire. “Adam’s appointment comes at a critical time for Aspire, as we see an accelerated need in the market for our enterprise services, alongside our established CCM/CXM Software, Services, and Solutions provider offerings. I’m excited to see Adam helping our customers transform even more successfully into CXM.”

“I’m passionate about the evolution of the CCM market and how modernized technology, streamlined workflows, and centralized communications strategies can enable organizations to create and maintain more meaningful interactions with their customers,” added Firbank. “Aspire has been leading the way when it comes to delivering proven expertise and independent consultancy in the industry for some time, and it feels like a great time to be joining the team in order to bring this more widely to the enterprise market.”


About Aspire 
Aspire Customer Communications Services is a boutique consulting firm specializing in the Customer Communications Management (CCM) and Customer Experience Management (CXM) industries. Through deep market expertise and global insights, Aspire works with technology providers, service providers, enterprises and investors to help them achieve their CCM goals. Find more information about how Aspire is helping organizations navigate the complexities of the customer communications world at