Professor Moira Clark

Professor Moira Clark is an expert in strategic marketing and customer management. She is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. Her work bridges academic research with real-world business applications, focusing on customer-centric strategies and service excellence. Professor Clark is renowned for her expertise in Strategic Customer Management, with her research and consulting focusing on areas such as Customer Centricity, Customer AI, Customer Engagement, Key Account Management, Customer Experience, Customer Journey Mapping and Service Excellence. She has worked extensively in the area of best practice customer experience, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention and business performance. Her scholarly work has been widely published in top ranked journals, including the Academy of Marketing Science, Journal of Retailing, Jou