Mark Bracken is Head of Strategy & Consulting within AKT’s Experience Management Practice, leading the development of consulting propositions, strategic advisory, and go-to-market capabilities globally. He works with organizations to connect customer and employee experience, transformation, and technology to measurable business value, while shaping AKT’s consulting capability, intellectual property, and strategic partnerships.
Mark brings more than a decade of experience across experience strategy, transformation, and technology, working with global organizations including BT, Pearson, Lloyds Banking Group, Virgin Media, Zurich, TUI, and Twitter. Before joining AKT, he held leadership and consulting roles at Elastic, Accenture, and Kantar, where he built and scaled customer experience capabilities, Voice of Customer programs, and enterprise transformation initiatives.
At Elastic, Mark joined as the company’s first dedicated Customer Experience hire and went on to lead CX through a period of rapid global growth, building programs across product, sales, marketing, support, and customer success. Earlier in his career, he helped establish Kantar’s first CX practice and was selected as a Kantar Fellow for its global leadership program.