Passionately curious about creating human connection and understanding.
At Understood, our vision is to create a world where every employee and customer feels connected, valued and understood.
Human connection is at the heart of every successful organisation. Understanding each other is the key to building stronger connections and creating better experiences.
Our mission is to provide organisations with the tools and training to promote a culture of connection and understanding, transforming how teams and businesses work together.
Our approach is investigative and consultative…
We review. We question. We listen. We understand.
We take the time to really get to know your organisation, its customers, and its challenges. We listen closely to your employees and dive into all the insights you share with us. This helps us fully understand what matters most to you.
We love designing brilliant learning experiences! We mix things up with interactive sessions, lively discussions, live actors, and engaging multimedia. We create high-quality resources that truly resonate with your team.
We work with you to devise the best comms strategy for success. Together, we’ll give your programme its own unique identity, build an internal brand, and use multiple channels to connect with your audience.
We’ll pair you with the perfect facilitator from our experienced team. Or we can take a ’Train the Trainer’ approach and train up your own people to deliver.
After each session, we provide detailed feedback and reports to keep things on track.
From management coaching to digital learning content, and support with recruitment and induction, we help make sure the learning sticks. Plus, we can work with you to define ’Brand in Action’ behaviours to support sustained culture change.
If it comes across as fake or just ticking boxes, it won’t resonate. We take the time to understand what truly matters to both employees and customers.
If you want employees to dazzle customers, you’ve got to dazzle them. We’re obsessed about delivering something that’ll knock their socks off.
People come first—employees and customers. If it feels personal to them, it shows you care. And when you care, they will too.
Top-notch training can inspire people to think, feel and behave differently. But for how long? It won’t last forever without regular TLC.
Building stronger connections and creating better experiences.
Everything we do is focused on driving engagement for both employees and customers
We build strong, authentic relationships with our clients – based on trust and collaboration
We have high standards. We obsess over the details. We like people to feel good and we like things to look good
Rooted in behavioural science and centred on the human element, we don’t just teach skills – we spark the desire to use them
We don’t just analyse; we offer practical, down-to-earth plans to help you improve and guide you through the ‘what,’ ‘why,’ and ‘how’
At the heart of it all is our belief in human connection and genuine understanding, making every learning experience meaningful and memorable
Carolyn has designed customer experience and employee engagement programmes for many leading organisations. Time and time again, she saw how poor employee and customer experiences arose due to feelings of disconnection. Understood was founded to address this challenge, offering focused and engaging training, consultancy and communication solutions to help reconnect employees with their customers – and each other.
Katherine’s a project and account manager with years of experience working for high profile clients. She manages all the logistical elements of filming production and training programmes with energy and efficiency.
Louise is a communications, marketing, and media specialist with over 30 years’ experience across a range of industries. From government organisations such as the BBC, to family-run businesses, the performing arts industry, and even running her own marketing agency in Australia, Louise provides guidance and support to reach the right audiences.
Claire has buckets of experience when it comes to designing and delivering top-quality training. She’s passionate about creating positive work cultures that build individual skill, untap potential and develop winning behaviours. As a coach and facilitator, Claire’s approach is compassionate, collaborative and challenging.
Jonathan has a 20-year track record delivering drama-based business training. Though diverse, the approach is always similar – robust, engaging, flexible and with a strong focus on supporting the development of participants, building confidence and personal impact through effective communication. Jonathan has delivered Customer Excellence programmes for a wide range of organisations.
Experienced eLearning developer and digital instructional designer with a keen eye for detail.
Specialises in creating engaging, interactive and industry-leading eLearning training modules, pulling from best practices across a range of disciplines.
Rachel brings over 30 years’ experience as an occupational psychologist. A member of the British Psychological Society, she is certified to qualify individuals in the use of the NEO PI personality assessment. Rachel has worked with professionals across many sectors, from large corporations to police forces. She combines her expertise with a practical approach that supports people to reach their full potential.
A Senior Designer with over 12 years of London Design Agency experience, Adele has experience working across a variety of industries. She specialises in the production and project management of high end proposals, investor pitches, presentations and marketing collateral in both Adobe applications and Microsoft Office.
A former TV producer, Simone is a digital content creator. She brings her 20 years of editorial experience in television production to the digital marketing world, helping reach and engage with audiences through enticing written and visual content.
Paul has worked across the private and public sectors, delivering sustainable change, capability and growth. His experience of delivering transformational change and his passion for organisational development is now focused on helping others identify, lead, and deliver change.
Customer experience and employee engagement specialist.
Vast experience in devising data-driven, strategic programmes to help organisations prioritise their customer experience. Passionate about equipping, engaging and empowering employees to do the right thing for customers, every day.
Deborah (aka Debs) Erwin is a professionally qualified youth work practitioner and consultant with over 23 years’ experience comprising youth work, youth service management, research, and programme design. As an experienced facilitator, Debs brings a strong person-centred and participative approach to group work.
Adrian has 40 years of sales expertise spanning FMCG, B2B, B2C, and Financial Services. He holds professional qualifications in Financial Services, coaching, and sports psychology. His ILM coaching and mentoring experience, coupled with an empathetic approach, make him a positive, growth-oriented professional always ready to help and advise.
Gabriela Weglowska is a Learning & Development practitioner with over ten years of experience working in an international business environment. She designs, develops and delivers face to face, digital and blended learning solutions on the topics of intercultural competence, soft skills and diversity & inclusion. Her passion and mission is to connect people to the right skills, knowledge and behaviours to help them thrive.
Andy is an actor, presenter and trainer who specialises in delivering behavioural change through drama-based activities which reflect the emotional reality of the workplace. He has most recently co- devised and delivered our virtual Staging the Conversation workshop.
Ben is an experienced, award-winning director and filmmaker. A specialist in producing high-end corporate videos, Ben is extremely creative and has a keen eye for detail. Most importantly, he’s a natural when it comes to making contributors feel at ease on camera.
Will is a specialist in cinematography (lighting, framing & camera), as well as a proficient location sound recordist. He’s an award-winning filmmaker who brings creativity and original ideas to new projects.
