Senior Head of Research and Consulting
A Highly engaging and professional speaker, Steven Walden brings the topic of Customer Experience to life through his extensive knowledge gleaned from working with some of the world’s leading companies in this area. Bringing a polemical attitude to the topic, Steven likes to breach and challenge the status quo through example and new insight.
With 14 years Management Consultancy experience focused on consumer facing research and insights, Steven Walden is Beyond Philosophy’s Senior Head of Research and Consulting. Prior to working at Beyond Philosophy he worked at several major consulting organisations both agencyside advising on B2C and B2B market strategies for many blue-chip clients (e.g., Gartner) and internal to clients (e.g., Royal Mail).
Steven has a Masters in Strategic Marketing with Customer Market Research focusing on segmentation methodologies. With an interest in understanding the emotional and subconscious side of Customer Experience, Steven has been instrumental in developing groundbreaking methodologies such as Emotional Signature® (profiled in research-live and the International Journal of Market Research) and using Emotion within Journey Mapping. More recently he has co-authored the book Future Trends and Insights, from which the Experience Psychology checklist was developed. He also produced Beyond Philosophy’s Global Customer Experience Management Survey 2011.
With strong links to several leading business schools, speaking at several leading Experience events, Steven bridges the gap between academic thinking and the practical application of Customer Experience Management.
Steven is a leading expert on the use of Psychology in Customer Experience Management and is a recognized expert in understanding how to use the emotions and subconscious mind of clients and consumers to generate value and the application of value-in-use to experience.