Claire Kavanagh

Claire is a seasoned customer experience consultant with over 20 years in the telecommunications industry, specialising in retention and service automation.

With 15+ years in startups, she blends hands-on expertise with strategic insight. Claire was part of the team that launched giffgaff, a 100% online, customer-centric MVNO. She set up the community, customer service, communications, and member-get-member programme. By implementing initiatives such as Recommended Plan, proactive communications, and automation, she delivered enviable retention and NPS scores. Notably, 99% of care was self-service or community-driven, and half of new acquisitions came via member referrals.

Having launched two MVNOs and contributed to projects across New Zealand, the UK, Spain, the USA, and Canada, Claire brings a wealth of expertise in crafting customer experience strategies that drive engagement, loyalty, and operational excellence.