A group of colleagues sit together having a discussion around a small table in a relaxed meeting space.

Who We Are

Supporting finance sector contact centres with practical, people focused consultancy that delivers real, measurable improvement.

NextGenCX was created to help organisations replace frustrating customer experiences with journeys that feel clear, simple and human. We specialise in customer experience, AI adoption, digital transformation and leadership development, partnering closely with your teams to strengthen capability and improve performance in a sustainable way.

Meet the Team

  • A middle-aged man with short dark hair, smiling, wearing a light blue checkered shirt, standing against a plain white background.

    Steve Hindley

    FOUNDER & CONSULTANT

    With over two decades of industry experience Steve runs our consultancy side of the business.

    He helps clients improve their customer experience with a view to increasing revenues and reducing operating costs. Yes we know he’s a Steve Coogan look a like!

    A keen runner and cyclist, he’s always talking about the next challenge - he’s currently training for his first Hyrox!

  • A woman with shoulder-length brown hair, black glasses, and a pink top with lace and floral design smiling against a plain white background.

    Emily O'Connell

    OPERATIONS DIRECTOR

    As operations director, Emily keeps the team and projects on track to ensure client deadlines are met.

    Meticulous attention to detail in combination with an English degree means she’s a stickler for spelling and grammar so any potential script errors are picked up before recording!

    A marvellous baker we’re sure to see her on the Great British Bake Off in the not too distant future!

  • Lady with brown hair smiling a the camera

    Tabitha Wakley

    CX CONSULTANT & PROJECT MANAGER

    Tabitha heads up our audio production team, taking projects from written word through to audio form.

    With 15 years experience as writer and audio producer, she has a great ear for how a script should sound, this is shown in the quality of the audio we produce.

    When Tabitha isn’t in the studio she’s off travelling through Europe.

How We Work

An office workspace with four people working at desks with computers, monitors, phones, and headsets, in a modern, bright office with white walls and ceiling lights.

Our consultancy approach is practical, collaborative and shaped around the realities of modern contact centres.

  • We embed ourselves into your operation so we can understand your processes, challenges and customer reality first hand.

  • We collaborate closely with your people so improvements feel natural, achievable and aligned to your culture.

  • We focus on practical, measurable improvements that strengthen performance, simplify journeys and support sustainable change.

  • We communicate clearly and without jargon so everyone can understand what needs to happen and why it matters.

Our Mission

NextGenCX was founded with a clear mission to eliminate bad and frustrating customer experiences. We believe every interaction should feel simple, respectful and easy to navigate.

As a small, specialist consultancy supporting finance sector contact centres, we integrate directly into your organisation and act as an extension of your team, helping you build confident colleagues and stronger outcomes for your customers.

Our Values

Clarity

We keep things simple, transparent and focused on what truly matters.

Practicality

We ground every recommendation in operational experience for effective daily use.

Collaboration

We work alongside your teams to create improvements that feel achievable and human.

Empathy

We consider the needs of both customers and colleagues in every decision we support.

A man and a woman sitting in front of computer screens in an office, both focused on the monitors.

Ready to work with us?

If you would like to improve your customer experience or explore how we can support your operation, get in touch and we will be happy to help.

Contact Us