Speakers


The 6th Annual Customer Focus Summit 2017

FEATURED SPEAKERS

Dr. Nicola Millard

Head of Customer Insight & Futures, BT
Dr Nicola Millard heads up Customer Insight & Futures in BT Global Services’ Innovation Team.  Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked...
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Gordon Littley

Managing Director, Customer Experience Pr, Verizon
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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Jamie Sterry

UK Head of Brand, innocent drinks
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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ALL SPEAKERS

Abby Thomas

General Manager Customer Journey Transformation, BT
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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Alex Morris

Creative Director, Barcroft Plus
Alex Morris is creative director of hybrid independent TV and digital content producer / distributor Barcroft Media. Barcroft businesses create content for a global audience highlighting ‘the amazing side of life’. With newsrooms in London, New Delhi and New York supplying video, images and editorial content to global media brands such as MSN, New York Post, MailOnline...
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Aly Richards

CEO, The Intelligent Marketing Institute
Aly Richards was formerly Head of CRM at O2 and spearheaded the world’s first Customer Decision Engine implementation. This took all of a customer’s data and, based on their previous behaviour and interactions, recommended to the customer services operator the next best action that would most likely retain, cross sell or upsell the customer. This...
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Annich McIntosh

Editor, Founding Director, Loyalty Magazine, Loyalty Magazine Awards
Annich McIntosh is a publisher of business titles, an investigative journalist and writer with an addiction to asking the big questions. She is a regular chair and facilitator at major conferences. She is particularly interested in the customer-facing perspective, especially loyalty and customer retention, the role of marketing and data analysis, the relationship between payments...
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Catriona Forrest

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Head of UK Brand, Virgin Games
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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Daiana Damacus

Social Media Specialist, Webcertain
Daiana Damacus is a Social Media Specialist at Webcertain. Her social media expertise covers research, strategy, copywriting, execution and analytics. She has been managing international campaigns for a wide range of industries, from software to retail, to digital marketing. As part of her job, she has carried out social media projects in a variety of...
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Dave Appleby

Moderator & Technical Support Specialist, Call Center Helper
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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David Conway

Director, KPMG Nunwood
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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Dominique Seminel

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Customer and Employees Digital Experience - Group Project Manager, Orange
After having been developer in a startup where he has learned to do almost everything from pre-sales to maintenance, Dominique has continued in technical field being DBA and system engineer and then technical architect and progressively managed a team. Dominique has been working in South Africa 3 years in this field. He has then been...
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Dr. Nicola Millard

Head of Customer Insight & Futures, BT
Dr Nicola Millard heads up Customer Insight & Futures in BT Global Services’ Innovation Team.  Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked...
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Gordon Littley

Managing Director, Customer Experience Pr, Verizon
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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Hazel Francis

Communications & Marketing Manager, University of Arts London
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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Hussain Afeef

Director of Training, Development and Quality Assurance, LUX Resorts & Hotels
Experienced in the areas of HR strategy, customer experience, quality management, talent, performance management and learning and development, Afeef Hussain has been in the hospitality industry for over 14 years. He has lived and worked in diverse geographies including Malaysia, Singapore the Middle East. Currently at the leading LUX* Resorts and Hotels, based at their...
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Ian Macrae

Director of Consumer Policy, Ofcom
Ian has worked in the telecoms and media industries for 20 years, including the last nine years at the UK’s communications regulator, Ofcom, where he has worked in market intelligence, strategy and consumer policy roles.  In his current role, Ian has responsibility for delivering regulatory policy to increase consumer engagement including by the provision of...
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James Leech

Head of Digital and Customer Management, Sainsbury's Argos
I’m 33 years young, married to Lindsay, with 3 children Alfie, Lexie and Emily. I have worked for Argos (Home Retail Group) all of my career. After University (I studied Management Science and Computer Science) I worked my way up through the various management positions in stores, and then became an area manager. After briefly...
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James Sandberg

Managing Director, Customer Devoted
James is the founder of Customer Devoted which is a customer success consultancy that delivers customer acquisition, insight, retention and loyalty strategies, enabling organisations to accelerate their growth and maximise customer profitability. James’s previous experience as Managing Director of customer engagement agency Ogilvy One in Mumbai and Strategy Director for customer loyalty agency ICLP has...
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Jamie Sterry

UK Head of Brand, innocent drinks
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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Jan Richards

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Head of Insights and Planning, Dublin Airport Authority
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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Jason Roberts

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Head of Knowhow Customer Contact Centre, Dixons Carphone Group
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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Jeremy Swinfen-Green

Head of Training, Business Reporter
Jeremy Swinfen Green, Head of training and consulting, Teiss Jeremy is an experienced trainer and consultant having provided advice to numerous businesses in the area of digital technology for 20 years as well as acting as an internal mentor and trainer. He specialises in the management of process cyber risks (including third party risks) and...
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Jeremy Tipper

Managing Director, Talent Collective
Jeremy is Managing Director of Talent Collective, the Talent Consulting arm of Alexander Mann Solutions, a market leader in Recruitment Process Outsourcing. His role is to put value adding consulting services and innovation at the heart of how AMS go to market and deliver world class Talent Acquisition Solutions to clients in 85 countries around...
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Jocelyn McConnachie

Director of Customer Experience, National Grid
Jocelyn works with Boards and senior teams, developing and delivering customer-centric transformational programmes and strategic change for multi-national companies and public sector organizations. Her Commercial directorships have been with MP Group, Royal Armouries, and Calmac Ferries. Jocelyn orchestrated E.ON Energy’s global customer experience change programme and is currently National Grid’s Director of Customer Experience and...
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Jonathan James

Head of Customer Services, Cambridge City Council
Jonathan James is an Environmental Health practitioner by background and has had the unique experience over the past 25 years of working within a cross section of public sector roles spanning a range of service areas including strategy development, programme and project management, customer service and operational management. Since 2004 he has successfully led significant...
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Jonathan Munn

Field Marketing Manager, Zendesk
Bio to follow shortly.
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Marcio Delgado

Content Producer, Digital Consultant
Since 2012 London-based Marcio Delgado has coordinated and produced online and off-line content in countries as diverse as Russia, the Philippines, Canada, Portugal, Brazil, United Arab Emirates, Nigeria, United Kingdom and USA combining his experience as a Journalist with Customer Loyalty Development to create engaging corporate content that doesn’t feel corporate. His current work is...
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Margot Looman

Social Media Manager, KLM Royal Dutch Airlines
Margot Looman studied from 2008 until 2011 Communication at the Vrije Universiteit of Amsterdam. After her Bachelors she worked for 9straatjesonine.com for 2,5 years, a startup that unites the stores in the 9 little streets in Amsterdam via 1 online webshop. Her she worked on a affialate marketing strategy and optimized the webshop. After these...
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Nick Riggott

Head of Private Sector, Mitel Networks
Nick is responsible for Mitel’s Private Sector Vertical Sales team in the UK, and also heads up Mitel’s Retail practice working with teams within Mitel and Partners to support customers in the UK Private Sector helping shape and define both their current and future Communications requirements. Mitel are the business communications experts behind 2 billion...
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Rew Golding

Head of Channels & Partners, Rant & Rave
Rew has been Raving with Rant & Rave for 6 years now having worked in both program management and development for some of our largest clients both domestically and abroad. With over 11 years in customer experience and research, working with brands such as Vodafone, Levi’s, Pepsi, Linde and Homeserve has given him a real...
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Simon Foot

Director, Ember Group
Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous projects designing and implementing operating models at a strategic, operational and technological level. A particular area of expertise is in channel optimisation and the implementation of digital initiatives. Simon has held senior consulting roles...
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Steve Sullivan

Member, DMA Contact Centre Council
Steve has had 18 years’ experience working with both client brands and suppliers in customer management, contact centres and outsourcing consultancy. He has been fortunate enough to work with organisations as varied as Abel & Cole, American Express, Burberry, The Guardian and Land Rover. With his colleagues at Channel Doctors Steve is focused on aligning...
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Tim Nutman

Principal Architect, Thunderhead
Tim, the Principal Engagement Architect for Thunderhead, combines 15 years of technical experience with a proven record in steering brands, irrespective of sector, to achieving deeper levels of customer engagement. Infectious energy coupled with a passion for customer engagement and a Professor X’esq level of knowledge for Thunderhead’s solution is evident the moment Tim opens his mouth… stopping the...
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If you have a story to tell then we would like to hear from you. Email Alice Macklin at a.macklin@lyonsdown.co.uk.

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