Richard Hatherall
Advisory Partner,
Customer experience expert with track record of leading transformations for blue chip clients
About Richard
Expertise
Richard Hatherall is a senior leader in Bain's Customer Strategy & Marketing and Financial Services practices.
Richard has 30 years of strategy consulting experience across Asia-Pacific, the UK and North America.
He is an expert in customer loyalty and customer experience transformation and has led transformation programs for leading financial services and telecommunications companies in the UK, Australia, and across Asia.
Richard’s work increasingly focuses on the intersection of business, technology, and AI - helping clients harness emerging technologies to drive customer impact, innovation, and business growth. He is particularly passionate about using AI to elevate customer experience and unlock new sources of competitive advantage.
Richard's experience spans a wide range of industries with a primary focus on financial services, where he has deep expertise in retail banking, business banking, general and life insurance and wealth management. He specializes in customer loyalty and experience, growth strategy, transformation and change management.
He is a graduate of Cambridge University, where he studied economics.
Recent Insights
- “AI Won’t Just Cut Costs, It Will Reinvent the Customer Experience,” Brief, Νοέμβριος 2025
- “Companies That Earn Customers’ Loyalty Outperform With Investors,” Snap Chart, Οκτώβριος 2024
- “Will the Bots Love Your Customers?,” Brief, Ιούνιος 2021
- “Customer Experience Tools and Trends: Let No Tool Stand Alone,” Report, Σεπτέμβριος 2020
- “Put Your Customers and Employees First during the Coronavirus Crisis,” Brief, Μάρτιος 2020