Sam Harper

What interests you most about the industry?

The potential to drive real change and make a genuine difference across the business. Customer experience is something that touches every part of an organisation, which means there’s a real opportunity to have broad impact.

What excites you most about Gill and your role here?

I'm actually fairly new to the industry. What I find most energising is how fast technology is evolving, it means there's always something new to learn, and the tools available to improve customer experience are constantly getting better.

Who has inspired you in your career and what did you learn from it?

Despite the rapid rise of AI, I believe the most in-demand products will be those made by hand and sourced locally. As automation becomes the norm, the human touch becomes rarer.

How do you see the industry changing in the next five years?

I've been fortunate to have had some great managers along the way, but Kate Turney is the most inspirational. She taught me that ambition and enthusiasm can be contagious and that's never a bad thing.

Tell us something about yourself that might surprise us.

I'm a huge lover of the sea. On it, in it, or just near it. Whether it's swimming, sailing, paddleboarding, or just watching the waves, it’s my happy place.