Meet Nicola Thomas, a renowned author, and expert in the field of Employee Experience (EX) and Customer Experience (CX). With a PhD in Business Administration and extensive experience in the corporate world, Nicola has become a trusted authority on how to create exceptional experiences for both employees and customers.

Through her writing, Nicola helps organizations understand the importance of EX and CX in today’s highly competitive business environment. Her books and guides provide practical advice on how to design and implement effective strategies that improve engagement, satisfaction, and loyalty among employees and customers alike.

With a deep understanding of the complexities involved in creating a successful EX and CX program, Nicola is a sought-after speaker and consultant. Her insights have been featured in leading publications and media outlets, and she has worked with a wide range of organizations, from startups to Fortune 500 companies.

Whether you are looking to enhance your company’s EX and CX initiatives or simply interested in learning more about these important topics, Nicola’s expertise and guidance can help you achieve your goals. Trust in her proven track record of success, and let her guide you towards creating exceptional experiences that drive business growth and success.

Contact details:


SoMe: Linkedin

Current employer:

Research: Google Scholar


University of Liverpool Management 

Post Doctoral Research Fellowship

Jan 2022 – Jan 2025

DTU – Technical University of Denmark

Doctor of Philosophy – PhD Doctor of Philosophy –

2018 – 2021

Awarded: Fully Funded PhD

University of Leeds

Master of Science – MSc, Business PsychologyMaster of Science – MSc, Business Psychology

2017 – 2018

Grade: DistinctionGrade: Distinction

Awarded: Outstanding Dissertation Project Prize 2018

Massey University

Post Graduate Diploma Business and Administration, Human Resources Management and Services

2015 – 2017

Auckland University of Technology

Bachelor’s degree, International Studies / Human Resource Management & Employment Relations

2011 – 2014

Received ASB Significant Student Scholarship, Portege Trust Licensing Scholarship

Published guides:

10 Essential questions to choose the right Feedback Solution

360 Feedback Survey – The Complete Guide

A complete guide to churn

eNPS (Employee Net Promoter Score) – The Complete Guide

Customer Satisfaction Surveys: Why is it Important?

Latest articles by Nicola Thomas