About Service Reality

We passionately believe that there is nothing more powerful in inspiring positive internal change and driving profits than hearing the actual voices of your key customers talking about your relationship, your competitors and what you can do to improve.  We have modelled and shaped customer experience and account management best practice with some of the world's most respected B2B brands over the past 20 years. Check out our credentials:   

Profile image for Tim Dixon-Phillip
Tim Dixon-Phillip
Managing Director

Tim’s key customer relationship management experience includes ten years with IBM, six years as sales and marketing director with Ernst & Young and seven years as BD director at Pannone LLP. Tim brings pragmatism and insight to leadership teams who want to improve profit per customer, increase customer loyalty and win more business.

Tim has a background in behavioural science and a keen interest in the psychology of buying and selling into commercial markets. He is also a NED for two IT businesses.

Of relevance to business and professional services firms will be his bank of commercial experence concerning global account management, organisational sales effectiveness and service culture change.

Profile image for Bernadette Byrne
Bernadette Byrne
Client Service Director

With a background in languages and a career spanning 23 years in the Localisation Industry, Bernie draws on deep experience in global client relationship management at board level, strategic selling and in complex operations management. She played a pivotal role in transforming a translation company start-up into a global localisation company with an £80m turnover.

Passionate about the Voice of the Customer, Bernie has many years of experience in managing senior client relationships with Global FTSE 100, NYSE and Dow corporations.

She brings her knowledge and credibility to bear in gaining invaluable insights for our clients. Her operational and process improvement know-how ensures that these insights translate to increased profits for our clients.

Bernie is an independent adviser to a global localisation business, a council member of the Association of Translation Companies and on the advisory board of a start-up. Bernie was recently shortlisted for the Forward Ladies Women in Business award.

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