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Archives: Speakers

Abby Thomas

As Director of Transformation I am responsible for designing, trialling and deploying the customer experience for new products (spanning BT’s online, contact centre and retail channels for all of our consumer products), and developing and embedding change programmes for the benefit of our customers. I am focused on new product development and launches, digital transformation…

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Jamie Sterry

I believe that marketing is all about creating connections and building relationships. Like most things in life, the more interesting the work, the more people will connect with it, so I always strive to do something that will get noticed. Currently at innocent I look after the brand team in the UK, responsible for connecting…

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Catriona Forrest

Taking to the world of marketing following a stint in athletics, Catriona began her career agency side in strategic brand building for the likes of Unilever, Reebok, Diageo and Virgin Atlantic, amongst others. For the past 5 years she has been working client side in the Gaming sector, helping brands shift their approach from a…

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Virtual Hold Technology

Virtual Hold Technology (VHT) offers a suite of complementary, patented solutions that help organisations enhance the customer journey in order to achieve greater loyalty, efficiency and revenue.  Multichannel solutions provide the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multivendor environment, our virtual queuing…

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Jason Roberts

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’ support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service It is often more difficult to change the understanding and direction of your teams, than it is to introduce the technology, we look…

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David Conway

Director KPMG Nunwood David co-manages the company’s customer experience management practice and oversees KPMG Nunwood’s Customer Experience Excellence Centre, an on-going approach to systematically identifying global best practice. David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he was responsible for 3,500 staff charged with…

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Gordon Littley

Gordon Littley leads the specialized sales organization for Verizon’s industry leading applications services group. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers. Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business…

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Jan Richards

Jan is currently Head of Insights and Strategic Planning at Dublin Airport, responsible for Dublin Airport’s CX research programme. Previously, Jan was on the management team with MCCP Planning and Insights, where she worked in brand development and positioning, qualitative research and insight generation. Jan was MD of You&Me research and was Planning Director of…

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Hazel Francis

Since graduating in French and Journalism at the University of Roehampton, Hazel has enjoyed a diverse career in marketing both in France and the UK. Having worked across all sectors from e-commerce, to the higher education, she has worked with a variety of audiences and has developed a passion is in customer experience and brand…

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Dave Appleby

Dave Appleby has been working as a planner, forecaster and analyst in the contact centre industry for the  last 18 years, having been a chef in a previous life. Starting off working on the phones for the launch of a Grocery Home Shopping service, he has worked for a variety of in-house and outsource operations…

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