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Greg Jenkins

Greg is Head of Digital Experience, Products and Services at Three where he owns the customer experience of new products to Three Customers. Formerly as Digital Business Partner at Three his role was been to embed new ways of working with the digital teams and digital products across Three’s functions primarily focusing on Marketing and Customer Strategy. In 2014, he was fundamental in setting up the first Agile development team at Three which has now grown to over 10 Agile teams that work across multiple areas. He was currently heavily involved in the strategy and development of Three’s Data strategy, been researching the use of AI for future developments and kicked off the first phase a successful VoC strategy.

Prior to working with Three, Greg has been active in the digital field for over a decade, consulting companies such as the South Bank London, London Symphony Orchestra, Borough Market, PBS (Public Broadcasting Service), Lend Lease and a brief spell focusing on charities. He currently also takes time out of his day job to support as an advisor to various communities including Nimbus Ninety and the Technology for Marketing Show (TFM).

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Nick King

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. 

Nick joined Auto Trader in January 2007 as Business Intelligence and Market research Director.  Responsible for analysis and insights within the myriad of reporting tools currently available for the internet.  He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing.  He also speaks regularly at conferences round the world.

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Dr Nicola Millard

Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team.  Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken).

Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT “firsts”, including the first application of intelligent systems into BT’s call centres and BT’s initial experimentation with home working.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service awards.

When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT’s large global corporate clients including banks, travel companies and retailers, to name but a few

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Jason Roberts

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’ support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service

It is often more difficult to change the understanding and direction of your teams, than it is to introduce the technology, we look at how we engage with your teams and bring them with you as your business moves forwards

We also look at the role of the Contact Centre as a Customer Hub for the business, for your teams to become relentless challengers in the support of improving operations, delivering appropriate solutions through empowered and engaged teams

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Kim Ratcliffe

Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers.

Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business.

Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home.

As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives.

All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

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Julie Rendle-Eames

My key focus is to enable West Sussex County Council to deliver excellent customer services which is consistent, modern, joined up, easy to find and use, to all customers.

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Aija Urbina

Customer care professional with strong experience in building new industry standards for customer service. Has opened new products and customized customer care strategies across Baltics, Scandinavian, Europe and South America markets. Believes that customer service is dynamic organism and key to success (and to customer hearts) is not only thinking two steps ahead, but actually working two steps ahead the industry.

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James Sandberg

James is the founder of Customer Devoted which is a customer success consultancy that delivers customer experience, marketing automation, CRM and loyalty strategies, enabling organisations to accelerate their growth and maximise customer profitability.

James’s previous experience as Managing Director of customer engagement agency Ogilvy One in Mumbai and Strategy Director for customer loyalty agency ICLP has given him an international perspective on data driven customer engagement which he has developed for brands such as Vodafone, HSBC, Royal Canin, Carlson Hotels, Vespa, Dove, Smirnoff and tech startups such as CoInvestor and The Villa Collective.

James believes that marketing needs a new paradigm. One where businesses partner with their customers and prospects in a long-term value exchange. To survive the next wave of disruption, organisations need to move beyond marketing operations to become indispensable in the lives of customers whilst leveraging data and technology to drive operational efficiency.

Customers expect more and have more choices today than ever before. Delivering remarkable experiences, tailored services and being useful in the lives of customers means that brands need to create partnerships with their customers and look beyond the short-term transaction.

James is a regular speaker and mentor for The School Of Communication Arts, Capital Enterprise and Enterprise Nation.

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Suzi Caesar

Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UK publisher.

Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, Customer Care Director for asos.com, a management consultant in private and public sector, and Customer Service Director at Orange, Sky and Microsoft.

In particular Suzi specialises in transformation within disruptive markets, driving revenue, efficiencies and people engagement as a result.  She is driven by the fact that businesses want profit and people want inclusion, collaboration and recognition.  She believes to thrive it’s vital that organisations adapt to humankind, finding new ways to create and exchange value and to do so with care, empathy and authenticity.

Suzi is a non-executive director of a social enterprise communityfirstuk.com that promotes digital skills for inclusion and employability.  She recently won a Personal Achievement Award from DMGT for her work in helping the founders, Pauline & Carol, establish communityfirstuk.com.

Suzi works globally and lives in London and Carnoustie.  She also loves kayaking, off-roading, photography and film making.

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Kat Knocker

Kat’s Product and Customer Experience team sits firmly at the centre of tails.com, keeping the customer at the heart of the business.

In 3 years, tails.com has grown rapidly, feeding millions of meals of tailored nutrition each month to the dogs of the UK. The team’s passionate about changing the lives of dogs and their owners for the better, and are proud of their customer advocacy including a 9.6 score on Trustpilot. Kat’s passion is creating products and services that truly engage customers, and brings her skills and experience from innocent Drinks and graze.com to tails.com. She’s one of Management Today’s 35 Under 35 2017 cohort.

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Matt Smallman

Matt has more than 15 years’ experience combining advanced technologies, people and processes to achieve breakthrough transformation. Initially as an Army officer specialising in countering improvised explosive devices but more recently in senior strategy, design and delivery roles for customer services at Barclays and Lloyds Banking Group.

He co-founded SymNex Consulting two years ago to help more organisations bridge the gap between advanced technologies and their applications in customer services. He works with some of the world’s most customer centric organisations, including Fidelity Investments and Lloyds Banking Group, to help them make the case, accelerate design and maximise the impact of Voice Biometrics. He led the ground-breaking implementation of Voice Biometrics for the Barclays Wealth division and his work has been featured by the BBC, FT and Wall Street Journal.

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Darryl Beckford

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers across multiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences for customers. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

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Justin Collinge

Justin has had a very diverse career – starting as a school teacher, & then running a church for 10 years, a senior lecturer at a university, a firefighter & the last 15 years running his own consultancy. As a result he sees business challenges from multiple view-points & brings insight, energy & a new set of options to all. As a founding director of Tao Leadership Justin specialises in People Analytics & Behaviour Change, bringing hard data to soft solutions & enabling multiple award-winning programmes to create lasting change in contact centres.

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Llaura Hughes

Llaura has 11 years of experience within the financial services sector and eight years as a Learning & Development professional. With an avid interest in occupational psychology, specifically how the empowerment of employees can improve both internal employee engagement and external customer satisfaction, Llaura manages a team of trainers and communication specialists who are responsible for the knowledge management within the Commercial Division of Motability via an internal facing virtual agent (Ask Mo). Motability utilise accelerated learning practices alongside the use of AskMo which has enabled the company to “devalue” knowledge and increase the importance of employee’s behaviours allowing each customer interaction to focus on emotional intelligence and be value led rather than process driven.

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Nicholas Brice

Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of the Customer and Voice of the Employee-based development across all customer touchpoints.

He is ‘Team Brighton Lead’ for the American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customer experience, team culture and record revenue increases.  His programme winning the first ever triple-gold National Training Journal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, his home club.

He has helped lead a wide array of major blue-chip customer experience, culture change and transformation programmes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme for financial services, helping American Express achieve significant increases in profits through enhanced customer experiences. He also runs a multi-award winning theatre production company.

A Professional Member of the Professional Speakers’ Association and a Speaker and Masterclass Facilitator with the Academy of Chief Executives.

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Christoph Neut

Christoph Neut is VP of EMEA at Sparkcentral – a Silicon Valley based enterprise customer engagement software provider that enables customer-obsessed brands like Delta Airlines, Zappos, Uber, Citizen M, Engie, Goodbaby, Emirates to deliver engaging and effortless customer experiences on messaging  & social channels at scale. Christoph brings more than 20 years experience in building innovative technology companies, combining visionary insight with a deep understanding of the current customer service and contact center trends.

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Barry Webb

Barry has worked for BGL group for over 20 years, in a range of specialist and leadership roles. As Head of Digital Optimisation for BGL contact centres, Barry is responsible for defining and delivering customer service strategy across all channels of engagement.

Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 people, today we are a leading digital distributor of insurance and household financial services, through our price comparison and insurance distribution and outsourcing divisions.

Providing contact centre services to customers of our portfolio of blue-chip brands, our customer vision is simple – consistent high quality, low effort and personalized customer experiences across all channels.

Barry is a customer experience specialist, with extensive knowledge of customer contact strategy and technology – but is always looking to learn more!. Accreditations include CMI chartered manager status and qualifications in professional project management, business analysis and internal audit.

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Darren Plimley

Darren has worked for BGL group for over 15 years, in a range of leadership roles. As Head of Site for BGL’s Contact Centre in Peterborough, Darren is responsible for delivering exceptional customer outcomes and commercial value for all of BGL’s affinity partners.

Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 people, today we are the leading digital distributor of insurance and household financial services, through our price comparison and insurance distribution and outsourcing divisions.

Providing contact centre services to customers of our portfolio of blue-chip brands including Marks & Spencer, Lloyds Banking Group and RAC to name a few our customer vision is simple – consistent high quality, low effort and personalized customer experiences across all channels.

Darren is a vastly experienced contact centre professional, with a track record of delivering best in class customer service via highly engaged people.

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Laetitia Grammatico

Laetitia has spent 20 years listening to consumers and helping technology companies deliver insights-driven consumer experiences. She believes in harnessing technology to enable long-lasting relationships between consumers, employees and brands. She is currently Director of Strategy & Innovation within Philips Consumer Care.

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Sarah Metcalfe

Sarah joined Sure Petcare six years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world. Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, Sure Petcare now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months.

Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zappos and Happy Ltd, she wants to share her experience and the success of Sure Petcare with others including her strategy for supporting Sure Petcare ’s new connected suite of pet products within the Future of Intelligent Pet Care.

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Adam Taylor

Adam has 10 years’ experience managing outsourced service operations for Pay-TV operators, with a focus on creating solutions that marry the two key functions of delivering a great user experience whilst maximising revenue per contact. Adam specialises in implementing bespoke contact centre solutions for high volume events across multiple platforms and acquisition routes.

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Kathryn Fox

I am leading Neighbourhoods, Customer Services Hub, Asset Management and Repairs teams, providing strategic and operational direction throughout the service, empowering staff to deliver outstanding customer service and embrace JJH ‘one team’ approach.

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Paul White

Paul White, Director of Customer Engagement at IFS-mplsystems, joined mplsystems as CEO in May 2005. Paul has spent the last 25 years working in the customer service industry and is one of the pioneers of the creation of affordable CRM and contact centre solutions. Prior to joining mplsystems Paul was the founding CEO of BT Contact Central, which, over 4 years, grew into a global business across UK, Europe and Asia Pacific. Whilst at BT, Paul was responsible for designing some of the largest CRM and Customer Service solutions in Europe and had major roles in systems architecture, product management and sales.

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Nicholas Cockerill

Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products.  Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the front end.

Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity.

Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way.  When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

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Aaron Suppel

Aaron has 14 years of experience in marketing and began his career in the design agency world and has held 2 Creative Director positions in the UK working for some of the worlds largest brands on Digital campaigns and strategies. Aaron has more recently led American Express in their International effort to deliver a global network digital transformation strategy, utilizing the latest technologies, he has been successfully implemented this globally launching 20+ markets and languages. He then went to lead a team in digital transformation in a global agency and re-joined Amex 2 ears ago to be product owner of Amexglobalnetwork.com and has led Customer experience initiatives for more than 19 web applications Aaron has also worked with many individual bank partners and technology teams to ensure success of the program. From this experience he has been invited to speak at many global digital marketing summits.

Aaron earned a Bachelor of Science degree in Media Lab Arts from Plymouth university and is a qualified Agile Practitioner in CSPO, SAFe  and DSDM.

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Charlie Snedden

Charlie Snedden leads Sales Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience.

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Stuart Mackie

Stuart has been with Genesys for just over eleven years, and currently works as Sales Director Partners & Strategic Solutions for the UK and Ireland.

Stuart has over 19 years experience in Customer Experience and Contact Centre solutions. Prior to joining Genesys, Stuart was Contact Centre Applications Proposition Leader at Touchbase Communications. In 2003, Stuart was Solutions Architect Director at Avaya Enterprise Business Solutions EMEA, and was responsible for managing and developing a team of Solutions Architects and supporting complex solutions across the region.

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Megan Neale

Megan is passionate about digital innovation for customer experience. Megan co-founded Limitless in 2016, having identified customer service as the perfect place to combine 3 mega trends; the gig economy, consumer enthusiasm and artificial intelligence. Limitless is an AI powered Crowd Service™ app that enables organisations to turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand. For more information please visit www.belimitless.io

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David Craggs

Dave is the Director of Banking Operations at Metro Bank with responsibility for Contact Centres and a number of back office operations.  He has over 20 years of Financial Services contact centre management experience starting with the launch of Barclays very first centres.  He has directed centres servicing products including current account accounts, SME banking, mortgages, savings and specialist lending.

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Rich Davies

Having enjoyed a diverse career gaining extensive experience working across industry sectors and disciplines including Retail, Financial, Utilities, Legal and Education sectors, this broad commercial experience helps me to provide leadership teams with valuable strategic insight complimenting my operational knowledge and attention to detail.  I have been with Barclays for almost 5 years enjoying a variety of roles from colleague transformation, to managing a £15M strategic site transformation then onto my current role as Head of Colleague Wellbeing and Citizenship.

I am described as an enthusiastic, insightful and innovative individual who is versatile and tireless in pursuit of solutions.  I enjoy working in teams to bring about change, always looking for ways to improve the colleague experience and the service we deliver to customers.  I ensure trust is maintained at every level, remaining authentic and committed throughout, this is very important to me.

I always look for opportunities to learn new skills, whether that is in a commercial or voluntary context.  I am committed to giving something back to what has been important to me in my own personal development; I am therefore very active in the community and in a voluntary context through sport, school and creating opportunities for young people to develop and achieve their potential.

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Matt Hooper

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing, customer experience, product management and business development. He joined IMImobile having spent the last 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.

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David Rowlands

One of the best in this market and being responsible for the 8×8 Contact Centre solutions portfolios in the UK & Europe region. With a passion for using technology to find solutions to business issues and with over 20 years’ experience in the complex IT world, David has been recognised as a leader in his field. David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector Contact Centres, and featured in the Open Universities Business School as an exemplar of business techniques.
Extremely strong credentials, know for establishing strategies for growth and developing new business through targeted activities and spotting trends.

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Lisa Clark

• Currently serving as Product Director at 8×8 UK.

• A product specialist overseeing efforts to deliver products and services suitable for organisation of any size, from SME to large organisations and business worldwide.

• An experienced product director with over 15 years’ experience in the Contact Centre and Telecoms space with a solid background in operations and product management, from conception to delivery.