Charlie Williams is a director at consumerduty.com Ltd, specialising in customer outcome measurement. Since 2021, Charlie has been instrumental in developing consumerduty.com’s proprietary approach to evidencing customer outcomes, making him a recognised expert in Consumer Duty outcome measurement and monitoring. Charlie co-founded Investor in Customers (IIC) in 2006, where he remains a shareholder. During his time at IIC, he helped grow the company into one of the UK’s leading customer experience assessment providers.

With a career spanning nearly two decades, Charlie’s extensive experience in financial services, particularly in the insurance sector, has seen him work with long-term clients such as Marsh, AXA, Partners&, and many others across the industry. In 2013, Charlie set up his own CX agency, CXCO Limited, focusing on NPS and measuring customer outcomes. Known for his deep understanding of what “good” looks like in customer outcomes, particularly within financial services,

Charlie’s expertise spans improving customer experience while assisting regulatory compliance, making him a highly sought-after leader in this space navigating the intersection of Customer Experience and Consumer Duty regulations.