Tony Barritt, Managing Director

Tony, MD since 2015, has more than 30-years' experience implementing change and business strategy within different sectors. He was Marketing Director of Video Arts (the John Cleese training film business) for more than 15-years and participated in a management buy-out, before leaving to set up his own business consultancy. Prior to joining IIC in 2011, Tony worked with Business Link to provide advice to SME’s. 

Tony is a Certified Net Promoter® Associate, with experience developing and implementing customer experience programmes in a variety of organisations.

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Tony Barritt, Managing Director
James Edmonds, Customer Experience Director

James Edmonds, Customer Experience Director

James has operated in Customer Experience, Insight and Strategy roles primarily in Financial Services for nearly 20 years.

Having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus, James has a wealth of experience.

In more recent years, James has developed a specialism in interpretation of FCA regulation, enabling businesses to be both compliant, and to differentiate themselves via exciting approaches delivering the right customer outcomes.

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Sharon Clapp, Head of Customer Experience

Sharon heads up operations, marketing and the assessment team, ensuring that we ‘practice what we preach’ and that each project is handled efficiently and with consistency.

She also maintains our ongoing client relationships; and assists the Managing Director in the smooth running of the company.

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Sharon Clap, Head of Customer Experience
Lisa Kruger, Customer Experience Project Manager

Lisa Kruger, Customer Experience Project Manager

Fondly known as ‘the face of IIC’, Lisa's primary function is to ensure that client assessments are taken successfully through the complete lifecycle - from requirements, to implementation and completion.

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Victoria Ivaniuk, Customer Experience Administrator

Victoria joined IIC's Assessment Team in 2022 to assist with the delivery of client surveying and analysis.

She brings a wealth of experience to IIC following time as Finance Manager at UKRcontainer, and having obtained a Masters Degree in Finance & Credit from the Kyiv National Economic University.

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Victoria Ivaniuk, Customer Experience Administrator
Simon Roberts, Business Development

Simon Roberts, Business Development

Simon assists IIC's commercial growth, bringing vast sales experience in Financial Services, CRM management, including projects and operations interfacing with IT and Finance, plus e-commerce experience, all underpinned by his Prince 2 Project Management Practitioner accreditation.

Simon has prior international experience with InterContinental Hotel Group, Grand Metropolitan Plc, Disney Inc, Andbook Online, Delta Squared and Companybook.

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Kirsty Kelly, Data Analyst and Customer Experience Executive

Kirsty analyses the assessment data upon project completion and prepares feedback and recommendations for our clients.

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Kirsty Kelly, Data Analyst and Customer Experience Executive
John Moret, Chairman

John Moret, Chairman

John has been on the IIC board since 2007, but stepped up to Non-Executive Chairman in 2010. He initially joined us following his first dealings with the company when, as Sales & Marketing Director at Suffolk Life, he was responsible for placing the first order for an IIC assessment in 2006. He was so impressed with the extent and usefulness of the feedback that he invested in the company. 

He runs his own consultancy MoretoSIPPs and is non-executive chair of an advisory business, Intelligent Pensions. He also chairs The Pensions Network.

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Guy Vanner, Non-Executive Director

As Managing Director of AKG – one of IIC’s investors – Guy brings a key perspective of the Financial Services sector to the team. His expert, in-depth knowledge of analysis and reporting helps us provide unique insights for our clients.

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Guy Vanner, Non-Executive Director
David Lee, Non-Executive Director

David Lee, Non-Executive Director

David has a strong background in financial services and brings a wealth of SME board experience to Investor in Customers.

David set up the financial services product rating firm Defaqto and was instrumental in the success and industry wide acceptance of its five-star rating. David also has a background in data management and data handling system development.

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Clients Reviews

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We have worked with iiC for over 4 years now, the team are incredibly knowledgeable, supportive and flexible and really work with you to help to make the assessment process as straightforward as possible. The in-depth analysis and insight obtained from the assessment is really valuable to help you understand any areas for improvement and to remain focussed on continuous improvement.

Natasha Glasgow, Broadstone
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The scale and depth of insight provided through an IIC survey is invaluable. It highlights what you are doing well, and exactly how you can improve customer experience.

Claire Pope, Quartix
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Investor in Customers as a team and as a process are highly recommended.  As to be expected they are very customer focussed and approachable and guide you through all stages of the survey process and subsequent results with the minimum of fuss.

Rick Keeble, Oplo
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I have always found the team at IIC knowledgeable and passionate about what they do. They have made the assessment process very simple and more importantly  have provided us with valuable interdependent feedback, that we can use.

Ian Burke, Trafalgar House
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I would highly recommend IIC to any company serious about excellent service. Its a very thorough survey, and to get a 360 degree view on the customer experience is invaluable, no matter how big or small your company is. 

Sofie Westlake, Quartix
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Everything was made as user friendly as possible for us, and ultimately I believe led to our success. It is truly heartening to see an organisation like IIC practice what they preach - they place us as the customer, at the centre of all that they do

Vice President, Northern Trust
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Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction

Group CEO, AXA
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IIC help us to develop both our external customer relationships and internal culture. I'm really pleased with the way that we are challenged to make necessary changes to our mindset and processes

Commercial Director, NSG Pilkington
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We found IIC’s assessment to be extremely thorough, with the four principled, 16-themed approach resulting in very detailed feedback. The findings have enabled us to clearly see what we are doing well, and where we can do even better, making what they do great value for money

Managing Director, Prism Network
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We find the IIC process highly useful. It tracks our progress, identifies if our staff and management are aligned with our customer objectives. We also love the fact that it is statistically significant and objective

Managing Director, Intrum
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Delivering exceptional client service is at the heart of our business. The assessment process and customer journey mapping work we've undertaken with IIC has been invaluable in providing independent insight into how we can continually improve our business. It is a powerful, recognised accreditation, which we actively use in the marketplace.

Marketing Director, Bishop Fleming LLP
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In the last 10 months we have been fortunate enough to receive 5 awards from our peers within the insurance industry. One area that sets us apart from our competition, and was mentioned by the judges, is our relationship with IIC. For us this is a clear differentiator from our competition and is solid evidence of the service that we deliver to our clients. It's easy to say you deliver good customer service - we can prove it

Director, Square Mile Broking

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