David Jacques

David Jacques is a prominent senior executive and pioneer in customer experience management with over 20 years of international experience across various industries like financial services, consumer products, and travel.

He is a customer advocate who has developed an organization-wide framework for cross-departmental and multi-channel Customer Experience Management, focusing on people, processes, products, policies, and culture.

David has a diverse skill set including customer analytics, CRM, customer research, customer journey mapping, NPS measurement, and cultural transformation towards customer-centricity.

His expertise extends to experience design with a keen eye for detail, having designed various customer touchpoints like ATM machines, consumer electronics, digital channels, and service processes.

David Jacques is a regular publisher of insightful articles on customer experience on platforms like LinkedIn and the Customer Input Journal.

He studied at Université Du Québec À Montréal and has held significant roles in organizations like Chief Customer Officer Consultant at Customer Input Ltd, Head of Customer Experience Engineering at Manulife, SVP at DBS Bank, Customer Experience Lead at PwC, and Group Head of Customer Experience at Tiger Airways Group, among others.