Who we are

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Adam Firbank

Senior Consultant

Adam is a a Senior Consultant at Aspire, with a focus on Customer Communications, Customer Journey Mapping (CJM) and Customer Experience Management (CXM). With more than 25 years’ experience in the market, Adam has worked across a number of sectors both private and public, including utilities, pharmaceuticals, building and property services, infrastructure, environmental and waste.

As Aspire’s Senior Consultant for CJM and CXM, Adam works alongside the analyst and consulting team to help enterprises establish CJM strategies that enable an evolution from CCM to CXM.

Prior to joining Aspire, Adam worked for a leading utility provider and established customer journey mapping to link all online and offline channels with operational processes and data orchestration, which enabled British Gas to restructure how it operates with a focus on the customer.

Adam holds a number of qualifications, including a Masters in Marketing Communication, a post-graduate Diploma from the Chartered Institute of Marketing (CIM), a Bachelor’s degree in Design and is a qualified Agile Practitioner and Coach.

Testimonials

Quadient

"As a CX-focused vendor, Quadient values the Aspire Leaderboard because it respects the uniqueness of every business by allowing individuals to alter priorities to fit their current situation and future aspirations."

Messagepoint

“Aspire is a trusted source of independent industry insight. As the CCM industry continues to evolve, Aspire works diligently to understand this landscape while gaining a thorough view of the market.”

Espire

“Kaspar and the team at Aspire deliver outstanding CCM expertise. The way they look at the market aligns with how we see it, so their insight is invaluable to our business.”

OpenText

“I’ve enjoyed working with Kaspar over a number of years. From insightful keynote engagements, to expert market insight, he’s extremely familiar with the industry.”

Smart Communications

“With its focus on and expertise in customer communications management, Aspire delivers incredibly valuable insight to companies that are interested in staying ahead of the curve and creating rewarding relationships with their customers. As consumer demands continue to increase and the world becomes even more digital, the need for this advice will also continue to grow.”

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