Carl Sharples

My roles have included a number of secondments from being part of a small management team to oversee the successful integration of the two businesses (Co-operative Bank and CIS) into one organisation following the creation of Co-operative Financial Services and the development of a Retailer Financial Service strategy for selling FS products within Co-operative Group Retail stores

I have created new and compelling customer propositions for Banking and Insurance markets to drive customer acquisition/retention, including CFS's first reward based credit card and the market leading Eco-insurance – the UK’s first eco-friendly car insurance

I'm currently responsible for Customer Proposition development and Customer Journey/Experience across CFS. I set the department from scratch 2 years ago working to embed a proposition approach throughout CFS.

We have been responsible for the creation of an end to end Customer Proposition development process, deep customer immersion into key customer segments, continuous development of a test and learn proposition activities, creation of the innovation lab and a focus on defining the customer experience within CFS.

Prof. Moira Clark

Moira is also a judge for the prestigious Sunday Times Customer Experience Awards. Her book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence. She is a frequent keynote speaker at many public and in- company seminars and conferences around the world. Moira joined Henley from Cranfield School of Management in 2005. Prior to her academic career, Moira was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International

Jason Wright

Jason Wright has many years experience as a senior manager, trainer and coach. He has managed teams of differing sizes and disciplines in various parts of the UK, and currently leads a team of over 300 staff in the financial sector. He is the author of "Making Sense of Performance Management", a book that offers guidance on the best way to create a high-performance environment in any business.

Dean Van Leeuwen

Dean has over 15 years financial services experience working in marketing, innovations and strategy departments for leading banks and insurance companies. By the age of thirty he was Head of Group Strategy for AXA’s insurance business in Southern Africa. Dean was also a consultant on the McKinsey led team managing the largest financial services merger in South African corporate history. Following the merger and completing an MBA from Henley Management College, Dean decided to do something typical of someone from his generation (Dean is a Generation Xer), he went off in search of a new adventure. He bought an around the world plane ticket and became an underwater photographer for a team researching Minke whales off the Great Barrier Reef and later undertook the gruelling task of cycling around Madagascar raising money for charity. In 2003 Dean moved to London and now lives in leafy village of Barnes.

Lynda Campbell

Lynda has lived by a very simple model to deliver this transformation… happy people = happy customers = profit.

With a focus on creating a place to work, and providing a career path based on rewarding the right behaviours and values, Lynda has delivered unprecedented increases in customer advocacy scores, customer retention, as well as world class employee engagement scores and virtually no attrition.

All of this resulting in the Cardiff centre being crowned as the European Call Centre of the Year in 2009, the Best Centre to Work for in Europe, and having the Best Improvement Strategy in a European contact centre. The centre can also boast to being finalists in the Customer Service Contact Centre over 100 seats at the National Customer awards as well as the winners of the customer service back office team of the year.

Away from work Lynda enjoys playing golf, now that her netball and baseball days are over. A great fan and follower of Welsh sport, she also looks forward to a bit of banter with English colleagues!

Lynda also has a 21 year old daughter who has followed in her footsteps by seeking a career at British Gas.

John Connolly

Cilla McKay

Cilla currently provides training and consultancy for both large corporate organisations and small specialist teams. This experience has been gained from the areas of financial services, commerce, local government, service and utilities. Cilla sees her skill as being able to gain a clear understanding of the Client’s current position and then working in conjunction with internal targets and strategies to develop ongoing first class performance and measurable results. She provides consulting support to enhance business processes and ensure that the people development programme reaches the required ROI.

Rachel Robinson

Craig Pumfrey

Stephen Hampshire

Mr Gareth Turpin

Guy Stephens

Guy has worked in the online environment for over ten years, building up experience in online marketing, eCRM, SEO, ecommerce, email marketing, project management and social media. He is a strategic thinker who is passionate about championing the cause of the customer and how their needs can be met in an increasingly fragmented and cross-channel environment. Guy is an avid tweeter (@guy1067) and occasional blogger on http://beingguy1067.wordpress.com

Lisa Kavanagh

Colm Teggart

Colm is at the forefront of the creation and delivery of gem’s social media strategy and has been responsible for driving initiatives on behalf of clients across the media, technology and retail sectors which will distil user generated feedback and social chatter into actionable business insights.

Laurin McDonald

Mr Simon Cook

Mr Nick Franklin

Zendesk is a leading provider of web-based customer support software that is reinventing how companies service and engage with their customers. Built upon the idea that help desk software doesn’t have to be costly and complicated and should be focused on the customer experience, Zendesk lets companies offer high-quality support for both internal staff and external customers at minimal expense.

Zendesk was founded in late 2007 by three Danes living in Copenhagen. After relocating to San Francisco, Zendesk acquired its thousandth customer in May 2009, and expanded its customer base to 5,000 by May 2010. Today, Zendesk customers span the globe with 35 percent located outside the United States, including John Lewis (UK), Lonely Planet (Australia), NZPOST (New Zealand), and Boxee (Israel).