Meet the team
Our team brings together deep expertise in
both qualitative and quantitative research, with a
strong track record of delivering integrated insights
that support strategic storytelling.
CHARLOTTE VICARY
Partner
“I am an optimist about the future of society and believe strongly in the positive role that business can play to improve quality of life for us all. Businesses can’t do this in the dark though so through consumer research and strategy, I have spent 25 years shining a light on what consumers need and how businesses can deliver it in a way that everyone involved benefits. For me, there is nothing better than the triple win of a delighted consumer, a proud employee and a healthy bottom line.”
ANNA EGGLETON
Partner
"I believe a customer-centric culture drives a more satisfying working environment, a better customer experience and ultimately greater sustainability for a company. Prior to joining The Customer Closeness Company I was a brand strategist both as a partner at The Brand Gym and previously to that a board director at The Value Engineers. My passion is unlocking commercial value by using insight to put customers at the heart of business’ strategy."
NICOLA CRAIG
Partner
“My Customer Closeness journey began when James Murdoch, Sky CEO at the time, wanted to find out what was really behind supply chain problems Sky was experiencing. I created an ‘unsanitised’ experience of going out with a Sky engineer. Enlightened, James challenged me to develop a programme giving staff across Sky the opportunity to meet with customers first-hand. The programme was so successful in landing consumer insights and driving business change that it inspired me to found The Customer Closeness Company to do the same for others."
HEIDI SELLIER
Director
"At The Customer Closeness Company my aim is to harness the power of qual, to really push the boundaries of understanding consumer worlds, no matter what the category or target – so that decision-making is intuitively driven by what will benefit the customer and thus drive growth for business. With a background in qual research gained over 20 years at award-winning agencies such as Kokoro and Added Value, and more recently time spent working in education with the most vulnerable children in primary school, my passion is to get under the skin of the reality of those who I talk."
REBECCA COOK
Director
"I’ve always been fascinated by what makes people tick and reasons behind why they think or behave as they do; and it was this passion which kick-started my career as a qualitative insighter. I have an appetite for unlocking the truly powerful insights which transform how companies I work with see the world and their customers, to inspire change and, ultimately, drive commercial growth. Prior to joining The Customer Closeness Company, I ran my own freelance business, worked at The Value Engineers and MediaCom."
ALEXANDRA WHITTAKER
Associate Director
"I joined The Customer Closeness Company in 2015 and have worked on customer projects in utilities, health and beauty and housebuilding to name a few. Little beats seeing the impact that meeting real customers has on organisations especially when it’s an emotional experience that spurs action. That’s when the power of insight to solve customer issues comes to life before your eyes."
ANNE-CECILE BERTRAND
Associate Director
"I’m driven by curiosity about people, cultures and the experiences that shape how we see brands and the world around us. With 20+ years in qualitative research, innovation and customer experience, I love getting under the skin of people’s lives to uncover what really matters. As a multilingual European who has lived and worked across Germany, France and the UK, I bring a naturally cross-cultural perspective to my work. I combine curiosity, energy and German rigour, with a little French je ne sais quoi, to turn human insight into ideas that make a difference."
JASMINE STANFORD
Senior Consultant
"Having approached research from a recruitment perspective prior to joining The Customer Closeness Company, I have a deep appreciation for the key role that respondent recruitment plays in ensuring high-quality research. My artistic education from the Royal College of Art, Goldsmiths University and Central Saint Martins enables me to bring a fresh and imaginative perspective to our work. I have a deep sense of curiosity and unique set of skills that fuels my efforts to assist in unlocking the human behaviour, motivations and attitudes that inspire transformative change."
RIANNA MANJI
Senior Consultant
"I’ve always been fascinated by why people think, behave, and act the way they do. This curiosity began during my university studies in behavioural economics, and has since become a consistent thread throughout my career. Whether working on the Client Experience team at Barclays, serving as Insight Manager at Selfridges, or through my agency-side roles, I’ve remained focused on understanding the customer - their motivations, needs, and decision-making processes. I thrive on turning insights into recommendations that not only improve customer experience but build stronger connections between brands and their audiences."
AMY DORLING
Senior Consultant
"Throughout life I have been innately inquisitive about why people think, feel and act the way they do. My degree in English and Drama played a large role in developing knowledge around this subject and has left me wanting to expand my insights further. The Customer Closeness Company not only allows me to exercise this curiosity but has also introduced me to a way of working that can bring to life the customer voice in a creative and profound way."
LILI JONES
Senior Consultant
"Studying Human Geography at University sparked my interest in the world of research and ignited a deep interest in uncovering why people think the way they do. Travelling the world in my gap year furthered this curiosity and opened up a whole new way of thinking about people and our interactions. Joining The Customer Closeness Company is the next step in my research journey, drawing on prior experiences to bring a unique and fresh perspective to the work we do."
TOM VICARY
Consultant
"During my studies I saw AI assistants move from being novelty tools to everyday essentials that helped me learn more efficiently and integrate emerging technologies into pre-existing processes. I’m driven to explore how these tools can enhance research and uncover deeper insights, while keeping the customer as the constant focus. I'm looking to push AI tools to see how they can help businesses understand their customers' needs better and create more meaningful experiences."