Sarah Williams
Westminster City Council Chief Customer Experience OfficerA Customer Service Director with substantial experience of Customer Service delivery with strong strategic and operational level leadership.
Recognised as an Industry leader with a number of awards including Contact Centre Manager of the Year 2018 at the UK National Contact Centre Awards and Director of the Year 2018 at the UK Contact Centre Forum Awards.
Experience of successfully operating in a contact centre environment across a range of sectors including Banking, Outsourcing, Local Government and Social Housing. Substantial experience of providing strategic leadership for the development and delivery of customer access and digital strategies.
Gerry Brown
Customer Lifeguard Chief Customer Officer
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 defecting 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 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.