logo

About

Forward Thinkers

Michelle Ansell

Michelle Ansell

http://www.douglas-jackson.com/
Biography Michelle Ansell is Managing Partner at Douglas Jackson, established in 2007 Douglas Jackson is a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership for transformational, high-growth and digitally native business across Operations, Customer, Revenue, Product, Planning, Strategy, Digital and Data.  For when exceptional leadership matters.
James Dodkins

James Dodkins

CX Rockstar
www.jamesdodkins.com
Biography James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. Not only is he an international keynote speaker, #1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James was also awarded the UK’s #1 Customer Experience Influencer in 2020 and The UK’s Most Outstanding CX Keynote Speaker in 2021.
Shep Hyken

Shep Hyken

http://www.hyken.com
Biography Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.  Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and The Convenience Revolution. He is also the creator of The Customer Focus, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s! Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
Rebecca Brown

Rebecca Brown

Think Wow
https://www.thinkwow.co.uk/
Biography Rebecca is a highly experienced CX practitioner with an intense passion for customer excellence. During her career she has overseen the opening of several high-end retail art galleries, balancing the need for an exceptional experience with a drive for sales, successfully led customer experience and operations teams in the outsourcing, property and energy sectors – and was instrumental in ensuring a consistent and reliable customer experience at Purplebricks through a period of intense growth and subsequent IPO. Her customer experience consultancy (Think Wow) which she co-owns with her husband Daniel, provides training, e-learning and the design of customer experience strategy, helping businesses to grow revenue by removing the element of chance from their customer experience.
Claire Boscq-Scott

Claire Boscq-Scott

https://www.claireboscqscott.com/keynote-speaker-mystery-shopping-and-customer-service/
Biography Mystery shopping and Customer Service specialist, Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees' performances. No 5 Top 30 Global Customer Service Guru  UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in Mystery shopping and Customer Service, Claire, AKA The Busy Queen Bee, is an authority the Customer Experience Industry. She brings a more holistic and comprehensive approach to Employee and Customer eXperience. She is a Keynote Speaker, Consultant & trainer specialising in retail & hospitality. Author of 3 books; Thrive with the HiveThriving by Caring, No 1 Amazon Best Seller & Hot New Release in customer service; The Secret Diary of a Mystery Shopper Her online L&D platform BQB CX Institute offers a wide range of online and onsite training and has developed her Caring Service Culture Leadership Programme a game-changer for any organisations who want to become truly customer centric.
Gerry Brown

Gerry Brown

Customer Lifeguard
Biography Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of expiring and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include East Sussex County Council, B3 Living, National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).
Nicholas Brice

Nicholas Brice

Engage Business Media
https://nicholasbrice.com/
Biography Nicholas Brice is founder/CEO of Soul Corporations® and Bite-Size Plays. Nicholas’ career as a conference chair, keynote speaker and performance culture consultant has seen him lead and present numerous blue-chip brand and culture change programmes for organisations such as British Airways, American Express, Unipart, Orange, Sun International, Toyota: Europe, USA and Japan/Global, Lucent Technologies and Tottenham Hotspur Football Club. His work has been recognised with joint National Training Journal GOLD Awards for Best Change Management, Leadership Development and Learning Partnership programmes for his work with the American Express Community Stadium and also joint winner of Engage Business Media’s award for Best Customer and Employee Engagement Programme with Tottenham Hotspur Football Club.. As a speaker coach/mentor, he helps leaders and professionals of influence grow in confidence and capability in how they get important business messages across both online and face-to-face.  Most recently he has been helping organisations such as Progress IT, Servier pharmaceuticals, and a national government agency as well as helping design students get 1st class honours for their project presentations. As a theatre/TV producer and director, he has directed productions for Sky Arts TV and for the last 15 years has featured in the Brighton and Edinburgh Festival with the now Fringe institution: The Big Bite-Size Breakfast Show, winning awards for Best Theatre Performance and a shortlisting for the prestigious Carol Tambor ‘Best of Edinburgh’ award. In this short video, he is talking about Speaking with Soul to an audience of keynote speakers at the Professional Speakers Association where he is a full Professional Member. He regularly hosts and keynotes in large global events online and face-to-face. “Nick - your speaker coaching programme is fabulous! What a difference you have made to the skills and confidence of some of our senior leaders and managers. And all achieved online! Couldn’t recommend you and this programme highly enough!” Adrienne Gault Head of People Transformation and Organisation Change at Food Standards Agency, UK “Nicholas is a thoughtful, inventive, flexible, and excellent presenter and facilitator. His sessions are bright, fun, and engaging and his presentation skills are very charismatic. In all Sky felt very happy with the events he managed, and we would have no hesitation in using him again.”            James Hunt Director of Entertainment, Production and Sky Arts HD, BSkyB
Colin Shaw

Colin Shaw

Beyond Philosophy
http://beyondphilosophy.com/
Biography Colin is Founder & CEO of Beyond Philosophy LLC who help organizations grow by improving their Customer Experience and identifying hidden unmet needs. As a result, the Financial Times selected Beyond Philosophy LLC, as one of the best management consultancies for the last two years. - Colin is recognized by LinkedIn as one of the ‘World's Top 150 Business Influencers’, as a result he has 289,000 followers of his work. - The Top 50 Customer Service Experts of the Decade (2010–2020) Nextiva - Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders' over 50' for two years in a row. - There are countless other ‘Top Influencer’ lists Colin appears. Colin has written seven bestselling books on Customer-driven growth. He is the co-host of the highly successful Intuitive Customer podcast. Colin is a commentator on CNN, BBC TV, NPR, LBC and many other publications and media.
Mark Hillary

Mark Hillary

www.markhillary.com
Biography Mark Hillary is a British technology writer and analyst, based in São Paulo, Brazil. He studied Software Engineering and has an MBA from the University of Liverpool. Mark hosts the CX Files podcast - a weekly show focused on the future of customer experience. He frequently contributes to the global media, focused on technology and CX, with articles published by the BBC, Financial Times, Reuters, and Huffington Post. He has regular CX-focused columns in Intelligent Sourcing and Engage Customer. Mark has written several books focused on technology. His first was titled ‘Outsourcing to India: The Offshore Advantage’ published in 2004 by Springer in Germany. He co-wrote ‘Global Services: Moving To A Level Playing Field’ with Dr Richard Sykes in 2007 for the British Computer Society and he translated all of Shakespeare’s sonnets into tweets for his 2015 book ‘My Tweets Are Nothing Like The Sun: William Shakespeare On Twitter.’ His most recent book 'GigCX: Customer Service In The Twenty First Century' explores the merger of the gig economy with customer experience. Mark has advised several national governments on technology policies and has advised the United Nations on the use of technology for development. He even co-authored a book titled ‘Leveraging Social Media for SMEs’ in 2013, published by the International Trade Center at the UN.

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

THIS WEBSITE USES COOKIES

We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

Privacy Policy | Cookie Policy

Essential
Analytics
Advertising
Personalisation
  • Overview
  • Essential [20]
  • Analytics [4]
  • Advertising [0]
  • Personalise [0]
  • Other [0]

Cookies are small text files that can be used by websites to make a user's experience more efficient. The law states that we can store cookies on your device if they are strictly essential for the operation of this site. For all other types of cookies we need your permission. This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.

You can at any time change or withdraw your consent from the Cookie Declaration on our website. Learn more about who we are, how you can contact us and how we process personal data in our Privacy Policy. Please state your consent ID and date when you contact us regarding your consent.

Essential cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

Cookie Provider Info Duration
contactIdUnknown24 Hours
hubspotutkUnknown24 Hours
__hssrcUnknown24 Hours
__hstcUnknown24 Hours
__hsscUnknown24 Hours
messagesUtkUnknown24 Hours
wp-postpass_7e7d432be20593d6dc23ea391dfeaa86Unknown24 Hours
hs-messages-hide-welcome-messageUnknown24 Hours
hs-messages-is-openUnknown24 Hours
wordpress_logged_in_%WordPressWordPress sets this cookie to indicates when you’re logged in, and who you are, for most interface use.Session
wordpress_sec_%WordPressThese cookies help us keep you logged in to our site.Session
wordpress_test_cookieWordPressSet by WordPress to check if the cookies are enabled on the browser to provide appropriate user experience to the usersSession
wp-settings-%WordPressUsed to customize your view of admin interface, and possibly also the main site interface1 Year
wp-settings-time-%WordPressUsed to customize your view of admin interface, and possibly also the main site interface1 Year
bcookies_acceptanceb:cookiesUsed to store your cookie preferences for this site2 Years
bcookies_acceptance_updatedb:cookiesIndicates that the users cookie selection has been updatedSession
intercom-id-%IntercomAllows visitors to see any conversations they've had on Intercom websites.9 Months
intercom-session-%IntercomAllows users to access their conversations and have data communicated on logged out pages for 1 week.7 days (from each log in)
BMOD_COOKIE_CONSENTb:mod ThemeUsed to determine if the user has accepted the cookie consent. Provided by the b:mod theme2 Years
wp-saving-postWordPressUsed to help with the saving of content in the WP backend admin24 Hours

Personalisation cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!

These cookies gather anonymous information such as how many people are using our site or which pages are popular to help us improve customer experience. Switching off these cookies will mean we can’t gather information to improve the experience.

Cookie Provider Info Duration
lfuuidLead ForensicsTracks the individual sessions on the website, allowing the website to compile statistical data from multiple visits. This data can also be used to create leads for marketing purposes.10 Years
_gaGoogle AnalyticsUsed to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.2 Years
_gidGoogle AnalyticsUsed to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.24 Hours
_gat_gtag_%Google AnalyticsUsed to set and get tracking data24 Hours

Advertising cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!

Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.

Cookie Provider Info Duration
We are not using cookies of this type at the moment!