Gillian James | Who's who | TMI - Experts in Customer Experience

Gillian James

Managing Director

Gillian James

My Experience

My career started in marketing some 20 odd years ago. For 10 years I worked on the client and agency side (British Airways, MasterCard and J Walter Thompson) where I learnt to communicate effectively with a broad range of audiences – be it face to face or through different media.

About 15 years ago, I realised I wanted to work from “within organisations”– with the individuals who actually make their organisations’ brand and strategies a reality. I wanted to enable people to make a difference in their roles by giving them the skills and the confidence to approach their jobs in a different way. Since then I have developed innovative and sustainable solutions for a broad range of clients including Eurostar, British Airways, John Lewis, the London Olympics and Virgin Atlantic.

I tend to get involved at the beginning of projects, helping to ensure we think through complex solutions so that we achieve long-lasting results for our clients.

What I do at TMI

According to the job description, I “run” TMI. The reality is, we have such a great team of people, I just make sure I try and create an environment where the individuals in our team are encouraged and enabled to do their collective best. This means that I am free to spend much of my time working with clients (my favourite bit!). I tend to get involved at the beginning of projects, helping to ensure we think through complex solutions so that we achieve long-lasting results for our clients.

What do I bring to Clients

I am truly, madly, deeply, passionate about excellent service experiences. I am inspired and excited by individuals and organisations who deliver them. So, I am genuinely driven towards helping organisations develop their own differentiated service experiences and engaging, enabling and inspiring people within these organisations to deliver them.

I have a voracious appetite for knowledge and new ideas which I love passing onto my clients in a way that positively challenges them and ensures we are collectively reaching for the best possible outcomes.

When I'm not working

I am originally from Hong Kong and like any good Hong Konger, my two passions are food and family. I would love to say that I am also incredibly sporty, run marathons and the like, but then I would be irritatingly smug! (As well as blatantly lying)

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