Kate Birtles
Biffa Customer Service Director
I am a creative problem solver focused on improving customer experiences through engaging and inspiring people. A business generalist with a diverse background in theatre and dance, retail, utilities and building services which result in my ability to both keep things simple and challenge the status quo. My continual thirst for knowledge and self-improvement shows in the variety of positions I have undertaken from credit management, statistical analysis, project management, process improvement, business turn around and development to culture change, strategy design and implementation. A competitive streak backed up by my inclusive trust based leadership style with honesty as a key value. I place high value on EQ over IQ recognising businesses need both but in balance. I operate at executive leadership level.
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.