Moneypenny strengthens CX offering

At a glance

👤New appointment: Darren Stott joins as CX Specialist.
🧭Focus: practical CX opportunities across the customer journey.
🤝Embedded support: working with sales, account management and service teams.

Strengthening customer journeys, from first enquiry to long-term loyalty

Portrait of a man in a navy shirt standing in a modern office atrium with glass meeting rooms and timber beams in the background. Darren joins Moneypenny to support work with clients in identifying practical opportunities to improve how they connect with their customers, from first enquiry through to long-term relationships. This includes CX conversations designed to uncover clear, actionable ways to enhance customer experience and maximise the value of every interaction.

Working closely with Moneypenny’s sales, account management and service teams, Darren will help clients identify gaps in their customer journeys, strengthen retention and uncover new revenue opportunities, enabling them to get more value from every customer interaction. His work will be embedded into client relationships, supporting scalable, repeatable approaches that deliver measurable business outcomes.

Leadership comment

Jesper With-Fogstrup, Group CEO of Moneypenny, said:

“Customer experience has always been at the heart of what we do, and as engagement across multiple channels and AI-driven journeys continues to evolve, we are increasingly advising clients on how to design better conversations. Darren’s experience builds on the strong support and excellent service we already provide, further strengthening our ability to turn great service into a lasting commercial advantage.”

Experience and impact

Darren brings extensive experience in customer experience design and delivery, with a strong track record of improving performance through better customer journeys. Most recently, he worked with Shoosmiths, where he led CX initiatives within the Serious Injury division, delivering a 63% increase in engagement through newly qualified leads.

He also brings valuable client-side insight, having previously been a Moneypenny client himself while at Shoosmiths, using Moneypenny’s customer conversation services across multiple channels.

Comment from Darren Stott

Commenting on his appointment, Darren Stott said:

“What drew me to Moneypenny is its hybrid approach combining the best people with the best technology. Whether it’s AI Voice Agent or human-led conversations, there’s a real opportunity to help clients make smarter decisions about their customer experience and turn those interactions into growth.”

What this means for clients

More structured CX conversations to pinpoint practical improvements.
A repeatable approach to identifying journey gaps and retention opportunities.
Clearer pathways to revenue growth through better customer interactions.

With Darren joining the team, Moneypenny builds on the value it already delivers helping businesses improve customer experience, unlock new revenue streams and drive sustainable growth.

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