Ruth Evans | Who's who | TMI - Experts in Customer Experience

Ruth Evans

Consultant and Head of Health

Ruth Evans

My Experience

My career began in healthcare where I have worked in sales, marketing, market research and finally customer service.   It was in customer service that I found my true love.   At IMS, as Vice President for EMEA I transformed service across 46 countries and developed customer-centric programmes to improve the experience for all involved.   Latterly I have been working outside healthcare focussing on customer service.  Spending some time with the Institute for Customer Service I have been privileged to be involved with organisations across a wide range of sectors; private, public and 3rd sector.  From developing service strategies at board level to implementing this across companies I have enjoyed an exceptional insight into a huge range of companies all focussed on improving both their staff and customer experience.   

Full of my non-healthcare insights I returned to the healthcare arena to set up the Patient Experience Network.  This is 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.

My customers tell me that they value my energetic, engaging approach that is both incisive and pragmatic.

What I do at TMI

Having worked with TMI as a customer, I set about gently grinding them down to let me join them and after much wooing (and stalking) I am both delighted and fortunate to now be working with them as a Consultant.
As a customer and patient experience specialist, in my role I am lucky to get involved in a really broad range of projects for a variety of companies – both healthcare and non-healthcare.  The reality is that each project is unique and so the work I deliver really is different from one day to the next.   Clients I have worked with to date include Boots, RHP, Air Malta, Standard Life and Eurostar – as you can see a really diverse range! 

What do I bring to Clients

I bring an extensive healthcare background and am very experienced and familiar with working with service professionals and advising on delicate topic areas.
My customers tell me that they value my energetic, engaging approach that is both incisive and pragmatic.  
My ambition is to make a difference; to have a positive impact with the people, customers and organisations I work with, ensuring that my expertise, experience and insight is put to practical use.  

When I'm not working

I am a veteran hockey player, enthusiastic gardener and frazzled mother of 3 adolescent boys… need I say more?  Well we did also build our own eco-house.