Ruth Evans

  Recognised as an expert in Customer and Patient Experience, Ruth is a senior consultant with over 25 year’s experience.  This has been gained from both agency and client roles, within healthcare and across other sectors, working in the UK and EMEA. Her customers tell her that she has an energetic, engaging approach that is both incisive and pragmatic. Her…


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Recognised as an expert in Customer and Patient Experience, Ruth is a senior consultant with over 25 year’s experience.  This has been gained from both agency and client roles, within healthcare and across other sectors, working in the UK and EMEA. Her customers tell her that she has an energetic, engaging approach that is both incisive and pragmatic.

Her ambition is to make a difference; to have a positive impact with the people, customers and organisations she works with, ensuring that her expertise, experience and insight is put to practical use.

Ruth holds a degree in Bacteriology and Virology and a Diploma in Marketing.  She commenced her career with Merrell Dow Pharmaceuticals where she moved from being a medical representative to running the Market Research Department and was responsible for the strategic plan and all UK research including acquisitions, launches and product development.

Moving to IMS Health she held a range of roles in Sales, Marketing and Client Service and finally as Vice President for Customer Service – EMEA she defined a transformation agenda across 46 offices in EMEA developing a professional services model and shifting service from a cost to a revenue base.

Leaving the healthcare industry, Ruth then represented the Institute of Customer Service (ICS) across the West Midlands and Wales where she worked with public, private and third sectors companies including utilities, manufacturing, retail, professional services, and local government to develop strategies to improve their customers’ experience.  She benchmarked their performance and achievement against these goals.  She is an adviser to the Lithuanian Customer Service Association, helping them set up their National Standard for customer service.

Most recently she is proud to have set up the Patient Experience Network (PEN), a not-for-profit company whose remit is to recognise, celebrate and share best practice in the patient experience, with the goal of enabling and accelerating improvement. The PEN National Awards were launched in 2010 and are gaining recognition as the national accolade of best practice in patient experience.

Key areas of expertise include strategic planning, market research and business insight, customer relationship management, leadership and culture change, business and staff engagement, customer/ patient experience and customer excellence.

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Understand the Fundamentals of Strategy - This module helps you get to grips with the two fundamental strategies driving your ability to make ...

Personal Leadership - This module will explain how the “7 Habits”, including time management are key to becoming a mor...

Understanding People Styles - This module will demonstrate that different people have different yet equally valid communication an...

Sales Conversion Plan - This module covers the importance of having a sales process, which you’ll use to guide your prospe...

Cashflow Forecast - This module will help you to understand the difference between profit and cash flow. We’ll look at...

People Planning - This module will give you the ability to assess your current skills base versus your actual requirem...

Key Processes for Scalability - This module will help you to determine your business critical processes. You’ll prioritise these p...

Business Protection - In this module you’ll look at whether you have adequate business protection. You’ll understand y...


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