During her 30 years in customer service, Annette has been responsible for a range of areas including operational delivery, defining and delivering standards, measuring the customer experience, organisational and cultural transformation and strategic corporate customer experience. Annette had, until recently, worked for Eaga PLC for 20 years and was the driving force behind their special culture in a highly engaged organisation delivering outstanding service. She continues to work at board level in the public sector focussing on people in the current economic environment. Annette is the Managing Director of Excellence3 supporting businesses to create and build better sustainable customer experiences through empowerment and engagement.