Gillian James is the chief executive officer of Signal CX, an international customer experience consultancy aimed at improving customer experience for ‘people on the move’. Gillian has led projects for the ideal security experience across all terminals at Heathrow Airport; the refurbishment of the Heathrow Express fleet; and the experience at Eurostar. She has also worked on customer experience projects for train operating companies in the UK as well the Rail Safety and Standards Board. Additionally, Gillian has led customer experience interventions for brands such as John Lewis and Apple, and was a special adviser to the spectator experience for the London 2012 Olympics.