CPP Coaches & ACX Mentors

Emma Marsay

iqbusiness

CPP Coach & ACX Mentor

I help organisations turn customer insight into practical improvements that strengthen experiences and deliver better outcomes for customers and the business. With 17 years’ experience across CX strategy, research and transformation, I work with teams to understand real customer needs, uncover root causes of friction, and translate insight into clear actions that align people, processes and outcomes.

Kath Milne

Kath Milne Consulting

CPP Coach & ACX Mentor

Kath Milne is an experienced Executive and Leadership Coach, Consultant, and Facilitator with a distinguished career spanning financial services, information technology, and the not-for-profit sector across Australia and internationally. With a background in leading major business operations and driving transformational change, Kath works with executives, leaders, and teams to navigate complexity, strengthen leadership capability, and deliver sustainable organizational outcomes. As a Master Cert

Kerry Thomas

iqbusiness

CPP Coach & ACX Mentor

Turning insight into action is my core strength. As a customer and employee experience strategist, I help organisations convert data into meaningful, real‑world impact. I lead the Experience Management competency at iqbusiness, driving people‑centred CX strategies and design improvements that deliver measurable value. I combine strategy, consulting, and training to embed practical CX and EX thinking and translate data into meaningful, real‑world impact across organisations in Africa.

Lerato Mphaka

Metropolitan Lesotho

ACX Mentor

Customer Experience strategy and transformation leader with 13+ years of cross-sector experience across insurance, banking and telecommunications in Lesotho and Southern Africa. Architect of MMA's 8-Pillar CX Strategy spanning Lesotho, Botswana and Namibia, and designer of the NPS Transformation Programme — a nationally pioneering real-time customer intelligence system deployed across 5 channels in the Lesotho insurance sector.

Mumbi Odame

RMB

CPP Coach & ACX Mentor

A student in the art and science of being human.

Steve Towers

BPGroup

CPP Coach & ACX Mentor

Steve Towers helps leaders succeed in customer experience, process innovation, and digital transformation, especially when the goal is practical change that customers actually feel, and businesses can measure. His work is anchored in CEMMethod™, a holistic framework praised for connecting Moments of Truth to customer experience and customer journey management.