Andrew Carter

He has a wealth of experience in transformational delivery, normally through the medium of technology and wanted to prove that the techniques he has learned are transferable into Sales and Service.

Specifically he wanted to successful imbed Lean/Six Sigma systems thinking and some of the IT process doctrines into the world of the call centre whilst keeping it fresh and understandable.

He is known as a blue sky thinker and a decision-maker, using both traits to consistently achieve his goals. Others have described him as creative, resilient and focussed. Andrew is a transformational leader and has the ability to make fragmented teams perform. He does this because he values people.

He is unusually gregarious and fun for a geek!

Rob Hawthorn

Rob started his career with Barclays in 1981, initially in branch banking. His career includes a number of senior positions that include Head of Electronic Banking Central Sales, Head of Specialist Support and Offshore Servicing Director. He currently has accountability for overall service delivery for corporate customers from 8 Regional Servicing centres supported by 1500 staff.

Under Rob’s leadership, Commercial Bank Servicing has been recognised as a centre of excellence for corporate service provision and employee engagement from many organisations. Gadbrook Park was named European Call Centre of the Year in 2005 and 2007 and has also won 7 National Business Awards including Employer of the Year in 2006

Rob is a keen traveller to the USA , enjoys playing squash, horror films and concerts.

Trent Fulcher

He has extensive experience in helping clients to use customer experience as a competitive differentiator as well as in maximising customer profitability, determining and managing customer lifetime value and properly linking an organisation’s sales and marketing internal capabilities with its growth strategies.

Trent held previous roles at PricewaterhouseCoopers, IBM and Microsoft. He has delivered successful projects in Europe, the US and Australasia, in the industries of financial services, telecommunications, manufacturing and government.

Kevin Langley

Kevin leads a team of 150 who are focussed on delivering service quality excellence and whose achievements include customer satisfaction ratings above 85%, which places Visa in the top quartile of companies who are surveyed by the Leadership Factor.

Kevin has enjoyed a varied career with Visa since joining in 1991 including managing the support team, being responsible for the Visa network across Europe and establishing a service management function. He took up his current role in September 2007.

Kevin is married with four daughters and lives in the Cotswolds.

Greg Roche

He has extensive experience of working with many blue chip Clients in many differing Sectors. He is currently working with clients such as the Royal Bank of Scotland Group, Allied Irish Bank, Irish Life and Tarmac.

He is an author of many articles on customer satisfaction, and measuring the customer experience, and he is also co-author of 2 recent books • ‘Customer Satisfaction Measurement for ISO 9001:2000’ (2005), • ‘Customer Satisfaction – measuring the customer experience through the customer’s eyes’ (2007).

Greg joined The Leadership Factor in 1999, where he was General Manager of a Paper Mill. During that time, Greg guided his company to Investors in People registration (IIP) and was the first paper mill to achieve registration to the ISO 14001 environmental standard. He was heavily involved in the Business Excellence Model (EFQM) and was a North West Quality Award winner.

Greg is a member of the Chartered Institute of Management.

His greatest loves in life are his two children, Liverpool Football Club, Huddersfield Rugby League Club, and his wife (and in that order!!)

Angie Court

Improvements include 41% less complaints received, 12 million Euros less refunds and NPS of over 60% in some key operating stations.

Jane Read

I now play a pivotal role, which reports into the General Manager of Customer Experience Delivery, with focus on driving a consistently excellent level of service across all touchpoints. The roles prime objective is to be the identify our customer’s key needs, their points of pleasure and pain along their O2 journey, then engage others from across the business to put appropriate operational fixes in place. However this is the back foot so the other aspect is to ensure we are on the front foot by influencing and ensuring the future strategy puts the customer are the fore.

This supports our drive to stay true to our promise by focusing on the customer and keeping them at the heart of everything we do.

Andrew Hall

Prior to joining Convergys, Andrew built up more than eight years business development experience in process management and business automation, gaining a keen understanding into delivering consistent and scalable customer management solutions that reflect the continual changing landscapes of corporate business.

Andrew has held a variety of other positions including Director of Consultancy for a UK based software and services organisation where he lead the developments of a distributed call centre for a major UK FS company. Andrew studied Computer Science at De Montfort University.

Alan Young

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.

Denis Lucey

Denis was appointed Director of Technical Customer Services for Dell UK and Ireland Commercial business in 2006. The scope of his role has since expanded to also include South Africa and the EMEA Enterprise Expert Centre. Denis brings a wealth of experience to this role and he is committed to meeting and exceeding customer commitments and expectations. Since assuming his leadership position, Dell Technical Customer Services have been winners in 2007 of the National Business Awards for Scotland’s “Customer Focus Award” and the Irish Contact Centre’s “Best Technical Support Centre Award”.

Wendy Berry

A Master Coach herself, Wendy has successfully developed and implemented a Coaching Framework to implement a Coaching Culture at Orange, building a strong team to embed Coaching skills and practice into the management layers, with some excellent results around improving the Customer Experience ratings significantly through business focused coaching.

Wendys work experience prior to Coaching at Orange has been in heading up their Support Department and their New Business Operational Team.

Before joining Orange in 2004, Wendy enjoyed other Operational and Project management Roles at Royal Mail and EDF Energy, including the building of a 500 seat, 20 million pound Contact Centre for Royal Mail in Stoke on Trent.

Kevin Byrne

Kevin has taken a break from marathon running this year and is rehearsing for a live performance with St Bart Choir at the Royal Albert Hall in November.

He has a pet penguin called Fred