Paul Hodgins

Martin Green

Martin Green is the Vice President of Europe, Middle East and Africa (EMEA) Region for Satmetrix. In this role, Martin leads all sales and business operations for the region. He has an extensive track record in managing complex global customer loyalty programmes, with a specialisation in the international telecommunications and technology arena. Martin has designed and managed the overall relationship for significant customer loyalty engagements with Fortune 100 companies such as Hewlett-Packard, Lucent, Nokia, and AOL-Time Warner.

Martin is an experienced speaker, particularly on the subject of Net Promoter® metric and discipline. He has spoken at numerous conferences, including events such as Net Promoter Conference, European Conference Customer Management, European Customer Experience World, CIMA and Conference Board.

Prior to joining Satmetrix, he worked for several leading global consulting and research firms. Martin has a Bachelor's degree from London University and an international MBA jointly awarded by Leicester University (UK), Université de Savoie (France), and Fachhochschule des Saarlandes (Germany).

Tony Watson

Beverley Rowney

Bev is responsible for driving operational best practice through the contact centre operations. Her key focus is on driving operational improvements and the introduction of new initiatives that improve customer satisfaction and loyalty.

Bev has had a varied career with British Gas, spanning 11 years including Operations Manager roles, strategic project roles and more recently the Site Support role. This role sat across the 1200 seat operation and managed a number of key activities such as Recruitment, Retention, Health & Safety and Environment, and the Employee Engagement strategy.

Bev holds a LLB Hons Law Degree and LPC solicitor's exams qualification.

Bev is married with one daughter and lives in South Wales.

Prof. Morris Pentel BA (Hons) MBA DBA InCoSci

He is a recognised industry figure and has been involved in some of the most significant innovation s in the Call Centre era. He has also been a £100ml budget holder in contact technologies for major institutions.

Morris wrote:

I have been lucky enough to work with some of the largest players like Accenture Aspect BT Cap Gemini Cable & Wireless DataPoint Deloittes for some of the largest organisations in the world like Amex Barclays Capital One & Lloyds TSB. I was also one of the founders of the Institute Of Contact Sciences which looks at the psychology and impact of contact as well as technology.

I started out in the Contact Sciences in the late 1970’s and was lucky enough to be involved with Change Management, Call Centres, CRM and Customer Experience since the beginning of the contact revolution. I have watched the birth and growth of modern compliance.

In my career I have been lucky enough to work on a number of firsts like the first IVR automated payment platform in the UK the first UK Speech Recognition Platform in a European Telephone Network or the first UK IP IVR and some of the most interesting business science challenges that have helped to shape the customer experience sciences and technology we think of as standard today.

I remember my first screen pop and the first time I used a web chat to work with colleagues overseas. I still get a kick out of every new technology or process that bangs on the door and says: I am the next big thing!

Doug Shaw

Prior to establishing the business, Doug enjoyed a varied and successful career with BT in sales and marketing, sustainability and change leadership. He was BT Wholesale’s most successful salesman before establishing and leading the sustainability practice for BT Wholesale. He was then appointed as Director of Change Management for BT Global Services in the UK.

His customers talk about him like this: “Doug is engaging, passionate and committed to making organisations a better place to be. Even better than that, his enthusiasm is so infectious; he rallies others to his cause ensuring that change can actually happen.

Jane Eckford

Jamie Lywood

Throughout his career Jamie Lywood has displayed one very obvious and distinctive desire - that is to search out alternative solutions to age old problems. During his five years in the Army he says ‘I found that my soldiers followed me not so much because of my leadership skills but more out of simple curiosity'.

In the 1980's and early 90's he established a very successful art business whose motto was ‘no pre-conceived ideas' and displayed only blank canvasses on its walls.

In 1994 he joined Harding & Yorke - then a fledgling company with an idea that many current measures adopted by businesses were at best irrelevant and, at worst, irresponsible. Over the next decade, much of it spent as Managing Director of the business, he has launched new initiatives for Harding & Yorke including consultancy and benchmarking services - all dealing with the measurement and development of Empathy in the corporate environment.

In early 2008, the data and findings from the ERIC Benchmarking™ Programme was shared with Academia. They were subsequently able to declare it as the world’s first service-related metric to directly correlate with profit and at the same time judged the methodology, conceived by Jamie to be 98.9% reliable.

More recently, and under both his vision and guidance, the business has embraced relationships with technology partners, consultancies and media agencies the world over and In 2008, Jamie was appointed Chairman and CEO of the business and in 2009 launched the prestigious ‘Customer Experience Council’.

Contact Jamie: 0845 450 1750 JL@empathy.co.uk

Martin Hill-Wilson

Martin Hill-Wilson has worked in the customer management market since 1981 in the fields of training, organisational change, strategy, marketing and most recently technology. In his current role, he runs both public and in house best practice forums that cover latest thinking in customer services

Nigel Medforth

In a distinguished career he has helped shape the nature of telephone banking in the UK as it is today. His approach has been shaped by practical hands-on experience in the assessment of new technology delivery & the use of innovation as a business differentiator. He has had a key role in the delivery of major technology programmes supporting thousands of seats, millions of customers and hundreds of millions of phone calls.

Simon Macklin

With a background in Customer Service delivery, and Contact Centres in particular, Simon has a great deal of experience in managing customer relationships, implementing new IT/communication systems, and business process re-engineering. Simon has successfully championed the implementation of Salesforce.com, an ‘on demand’ CRM system across the BCG business. This has seen the increase of external sales team productivity rise by 15% in the first year, improved issue resolution rates, and enabled a number of new business opportunities, indirectly contributing to a £3.6M increase in sales and a 63% increase in trading profit in the last financial year. As a result of this, the Salesforce.com solution is being actively considered within other business units of Wolseley UK.

Dave Thomson

Dave’s technical background, first-hand experience of visiting over 400 call centres around the world, and his ability to communicate with humour and without acronyms, means that Dave has been invited to speak at many conferences and industry events over the years – such as Call Centre Expo, European Customer Management World, Internet World, Service Desk & IT Support show, VoIP for Business, the Irish Call Centre Awards, Call Center Trends (Germany), YHTEYS (Finland), Call Center Institute (Sweden) and Voice, where he received a “Best Presenter” award.

Dave sometimes presents on Cisco’s own global, 1,500 agent virtual contact centre operation, but more often than not he presents on topics such as “The call centre is dead; long live the enterprise contact centre” or “Using virtualisation, video and Web 2.0 to deliver great customer and employee experiences.”

www.cisco.com/go/cc

David Whitten

James Smith

Paul Barnes

Associate of the Institute of Chartered Accountants in England and Wales

Managing Director and part of the start up team of Adam Associates (now Neverfail) 1994-1999

Head of Netdecisions Digital Products Group, a Corporate Private Equity vehicle, 2000-2001

Founder and Sales & Marketing VP of Fluency Voice Technology, UK leader in Speech Recognition applications 2001-2006

Managing Director of Eptica UK since 2007