Customer Engagement Transformation Conference

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Dekyi Boorsma

Action oriented, level headed, versatile leader. Quick on the uptake and service oriented; passionate about operational effectiveness, customer centricity, continuous improvement, and leadership. Solid background in service delivery, people development, BPO, business process and project management, within a multi-national corporate environment. Strong lateral thinking capacity and a great ability to quickly identify key elements and defining concrete actions, direction, and strategy. Integer and open personality with a good sense of humor.

Expertise:
• Leadership
• Operations management
• Customer Experience and Customer Service management
• Subscription management
• People management and development
• Business Process management and improvement
• Project management / implementation management
• Client management
• Fulfilment
• Order to Cash processes
• International Publishing industry
• BPO
• Vendor management

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Colin Shaw

Colin has been recognized by LinkedIn as one of the world’s top 150 business influencers where he now has over 225,000 followers of his work. He has also been voted one of the ‘Top Marketing Thought Leaders over 50’ by Brand Quarterly.

Colin has written five bestselling books on Customer Experience. He is Founder & CEO of Beyond Philosophy, a consultancy, training and research company that helps organizations move their Customer Experience to the next level. Under Colin’s leadership Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience including American Express, FedEx, and Caterpillar. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology.

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Moira Clark

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

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Alexandra Da Silva Rodrigues

Bachelor in Law with more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

With a consolidated career as Director of Call Centers inbound & outbound Sales center ( medium and large call centes) with experience in different sectors and with an International career both in Europe and South America.
I am used to act with hight level of autonomy and I am very sales minded and a strong business generation focus.

Wide experience in international environments and in leading companies in their industries (NH Hotel Group, Telefonica, General Motors, Citibank, Zed …).
Outstanding activities as Customer Care speaker in well-known institutions.
Relevant language ability (English, French, Spanish, Portuguese…)
Awarded with Best Call Center Director in Spain ( 2012)

Market benchmark ( independent assessment made by EgonZehnder in July 2014)
Alexandra’s experience and technical skills , as well as her market knowledge is comparable or above the one of her counterparts in the market. She keeps herself updated of the new developments of her area of expertise and learns from external benchmarks.
Indicators of Potential ( independent assessment made by EgonZehnder in July 2014)
“Alexandra shows engagement, both with her team and with internal stakeholders. Her passion and influence helps her ability to promote change. Determined, pragmatic and driven, she makes sure that things get done with autonomy.”

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Gerry Brown

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.

Over that that time I’ve learned what works and what doesn’t. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community.

As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers’​ experiences with businesses. I’ve been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles. I’ve worked with some of the best customer experience “gurus” and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences.

I help customer service directors, customer experiences leaders and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in:

• Evaluating what customers really think of them & why
• Quantifying how much bad service really costs them
• Identifying & addressing areas for improvement
• Engaging, involving and inspiring their employees to find their inner customer
• Introducing & integrating the right technology at the right time for the right reasons
• Measuring what matters – to customers

By doing this successfully, and consistently, I hope to avoid undignified impoverishment in my later years and grow old gracefully and gratefully.

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Emma Laws

Experienced communications professional with a demonstrated history of working in marketing, public relations and business development. A skilled listener, I am passionate about the creative industries and smaller independent businesses. Emma has been at Hanover Communications for the past year.

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David Vermeulen

David Vermeulen is the Founder of The Inner Circle – www.theinnercircle.co – a global dating platform for inspiring singles with similar backgrounds and interests. He has been the founder for the last 7 years.

The Inner Circle is an international community where inspiring singles with similar backgrounds and interests meet. We are currently active in New York, London, Paris, Milan, Stockholm and Amsterdam.

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Katrina Broster

Katrina is Head of Acquisition Strategy at The Telegraph. Katrina was promoted to this brand new role in early 2018, after tenures in both the Travel and media industries and she now oversees the performance marketing strategies for all of The Telegraph’s multiple diversified revenues namely Digital Subscriptions; Registration; Travel; Financial Solutions; Events and many other Commerce business offerings. She has implemented a brand new marketing approach, an award winning content marketing strategy that dynamically delivers the right content, at the right time in the right place, placing The Telegraph’s quality journalism at the heart of the strategy.

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Wally Brill

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now as Head of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the Google Assistant.

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Jarwal Shiven

I developed and lead customer journey across multiple business entities to embed an experience which starts and ends with customer in mind. Engaged and managed internal, external Customers and Stakeholders to ensure input and buy-in to make certain the customer journey is shaped with the customer at the forefront of the business’s thinking. Driven change management to ensure the new experience can be embedded into business as usual. As well as creating and embedding the customer journey, I have been leading on creating and embedding a coherent Digital Experience to ensure customers can access the latest content tailored to their needs as well as allowing the business to use data to enhance the customer digital experience by improving the content and platform.

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Harriet Rowe

Accountable for managing and delivering Customer Journeys across multiple business entities in National Grid by aligning internal and external senior stakeholders behind a common delivery plan, developing and ensuring timely reporting of progress through the Journey Governance Framework to the Customer Sponsor (Exec Director).

Working with customers using Design Thinking tools, mapping journeys, developing persona’s, generating insights etc. I have led multiple business functions through a Journey Mapping process to establish Journey Change Plans, Journey Governance and Journey Dashboards. The highly engaged matrix team share a common understanding of the desired journey experience, share best practice and work collaboratively resulting in the delivery of customer experiences that exceed the customer expectations. I work with the leadership communities to transfer capability, embed and sustain a customer focused culture, whilst influencing the content and direction of broader company policies to support the delivery of the Customer Experience Strategy.

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John Grumitt

John Grumitt is CEO of Changing Health, Vice President of Diabetes UK and previously Vice President of the International Diabetes Federation (2010-2016). He is also trustee of C3 Collaborating for Health and a senior advisor to NHS England and a range of health stakeholders. Living with Type 1 diabetes for many years, John leads a highly active lifestyle embarking on numerous endurance challenges. He has built a number of consumer centric businesses across Europe.

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Alvin Jackson

Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

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Diane Burke

Diane is an experienced and successful driver of change, resulting in improved employee engagement, customer experience and commercial performance.  She has worked across a number of sectors including retail, media and transport.

Diane is able to engage and inspire colleagues through collaboration and building relationships across the organisation, in pursuit of a common vision.

She is currently working with Southeastern Railway to deliver their best customer experience.

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Ruth Genelazo

Ruth Genelazo has been the Head of CS & Experience at Nectarsleep for just under a year

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Katrina King

Katrina joined Direct Line Group (DLG) in March 2012 and as Director of Customer Value & Experience is responsible for all direct to customer marketing, the delivery of all customer policy documentation and the delivery of DLG’s customer experience strategy and measurement.  A key focus for Katrina has been the development of DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers.  Her current focus is on embedding DLG’s customer experience pillars as an “internal currency” to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation.

Prior to joining DLG Katrina worked in Australia, consulting to numerous general insurers, across both strategy and operations. She has an MBA from Harvard Business School and Bachelor’s Degrees in Commerce and Engineering from the University of Melbourne.

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Matthew Gardiner

Matthew Gardiner advises corporations, Tier I banks, Fintechs & investors on digital assets & AI & driven CX innovation. Matthew previously worked in PwC’s Global Advisory practice. He has recently
spoken at Next Money EMEA, APAC & MENA, Google, Barclays, HSBC, 02, Samsung, Techstars,Transferwise, Money 2020 Europe & Asia, Bank of China, TenCent, Alipay, The Global Leaders Forum, Institutional Investor Geneva & Benelux, TEDX Roma, Gianni Origoni -Rome, Arendt – Luxembourg, KWM, Finnovasia, Wespac, Macquarie, Telstra, Wesfarmers, Quantas, AIM Abu Dhabi, ArabNet, GIF Kuwait, Diwan of Royal Court, Oman and The Turing Trust.

Matthew is visiting faculty at Cass Business School and The Asian Banking School and a core team member of Techfugees, a global financial inclusion charity.

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Martin Henderson

Martin is currently Head of Overseas at Virgin Holidays, where he has transformed the company’s in resort offering from a sales to a service centric model, where the customer is in control of how and when they interact with their resort Experts.

His key goal is to ensure that customers have the best holiday experience possible, in a way that is right for them as individuals.

As well as Virgin Holidays, he has previously held roles with Tui, Galileo, The Adventure Company and Travelbag, so you could say travel is in his blood. Strange, considering he set out to become a carpenter.

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Alina O Keeffe

Award-winning multidisciplinary professional with over 6 years of experience in marketing management and international communications. Alina’s career demonstrates an ability to identify and develop effective marketing strategies and to play an integral role in achieving company’s strategic goals. Alina is a published author on subjects of marketing, leadership, innovation with a focus on international development and sustainability.

Alina brings a strong analytical approach combined with creative insight in identifying added value strategic opportunities that optimise a brand’s competitive, long-term position in the marketplace.

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Ian Naylor

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

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Ella Screene

Providing strategic, corporate and financial communications advice to UK listed, privately held and international clients across a variety of sectors including wealth management, private banking, retailand infrastructure.

Working with clients to coordinate and execute media engagement in reputation building, financial transactions, crisis and corporate communications.