Marcus Hickman

An insight and data analytics leader, Marcus has spent over 20 years supporting well-known brands to understand and improve customer experience - working directly with senior executives to bring consumer perspectives alive and use them to drive business growth. His current focus is helping clients navigate the shift to AI in customer experience. Marcus has led an assessment of 37 different vendors of Generative AI and Agentic AI customer experience solutions, giving a good basis for developing individual organisational AI strategies. This builds on a long track record of shaping industry thinking on CX. Marcus runs Davies Hickman Research, home to one of the longest-running tracker studies of customer contact, The Autonomous Customer, which pioneered omni-channel strategies. Davies Hickman has advised a range of industry bodies including BSI and ISO standards committees for customer experience. Previously, Marcus worked as Managing Director of futures consulting agency The Henley Centr