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Nicola Scott
Senior Managing Consultant - Unipart Expert Services
Nicola is currently enjoying working on a number of complex change programmes for blue chip clients across a range of industries. Her expertise lies in shaping strategies to ensure engagement of all employees in client organisations in order to realise targeted business benefits. Irrespective of the nature of the change programmes upon which businesses embark, whether in support of an IT systems implementation or a lean transformation of process, Nicola believes that success is a function of alignment of vision and strategy with company values and policies. Leadership plays a pivotal role in how the population of the company experience change and Nicola enjoys working with leadership teams to establish the standards necessary to deliver transformation.
Amongst the roles held prior to coming to consultancy, Nicola was the Head of Change Management and Working Structures for BMW UK Manufacturing. Based at the MINI production plant, Nicola was responsible for strategic planning; training and development; reward and recognition and employee satisfaction efforts. She was the driving force behind the cultural change programme that won recognition in the form of the People Management Award 2003. Nicola is an engineer by education. She worked for GKN for nearly 10 years where she held positions including Production Manager in Italy; Quality Engineer for Asia Pacific (covering 14 auto component facilities) and also joined the Corporate Audit team allowing her to focus on aerospace components and metal processing industries.
Outside of work, Nicola enjoys martial arts and boxing based fitness training and salsa dancing. Her other main passion in life is travel. |
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Rob Hawthorn
Customer Service Director - Barclays Commercial Bank
Rob was appointed Customer Service Director for Barclays Commercial Bank in February 2006 following two highly successful years as Head of Gadbrook Park Contact Centre
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. |
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Beverley Rowney
Head of Service Support - British Gas
As Head of Service Support, 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. |
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Simon Pollock
Head of Customer Experience - Surrey County Council
Simon Pollock has been managing contact centres for over 10 years in a variety of organizations, both inbound and outbound. Starting his contact center career at British Airways he project managed and implemented the relocation of the British Airways Holidays’ contact centre from Gatwick to Peterborough which resulted in 450 redundancies over a one year period, during the relocation period, productivity increased and staff turnover reduced to 0%. At his next role as Head of UK Customer Services at Crystal and Thomson Ski he was successful in reducing staff turnover from 60% to 12% and reducing lost calls from 70% to 5% without an increase in budget.
Simon now manages the “front door” services at Surrey including the council's acclaimed website and their innovative 120 person strong contact centre, a centre with a customer satisfaction rating of over 98%. Simon has a reputation for innovation and improvising low cost solutions that drive performance. Simon holds a seat on the Contact Council as the local government representative for London & the South East. |
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Ofer Mosseri
Director of Product Marketing - NICE Systems EMEA
Ofer Mosseri is the Director of Product Marketing for NICE Systems in EMEA, focusing on ensuring that NICE customers gain the utmost value from their technology investments. In the last 9 years Ofer has been involved in implementing NICE solutions at dozens of contact centers around the world, for business needs as improving customer satisfaction and loyalty, optimizing processes and driving sales, and in verticals as varied as telecommunications, finance, retail, outsourcing and more. Ofer is a regular conference speaker across the EMEA region on topics of customer experience practices and call center technologies. Ofer holds MBA from the University of Haifa in Israel. |
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Steve Morrell
Principal Analyst - ContactBabel
ContactBabel, the contact centre industry analysts, was set up in 2000 by Steve Morrell, a leading expert on the global contact centre industry.
Steve has written over 200 reports on the future of technology, people and business processes surrounding the contact centre industry, and is widely-quoted in industry journals and the international media as the author of key studies of the UK, US, Irish, South African and Indian contact centre markets.
He was a lead author of a DTI-commissioned study into the future of the UK contact centre industry, and also wrote "20:20 CRM – A visionary insight into unique customer contact", a book read by tens of thousands of industry professionals worldwide.
ContactBabel is a UK-based analysis firm focusing upon the global contact centre and CRM industries. Solution providers and contact centres alike use ContactBabel's industry expertise to investigate and understand the industry through primary research and market analysis.
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Shaun Hewitt
Consultant, Business Operations - Convergys EMEA
Shaun Hewitt is a Senior Manager within the Global Consulting Practice at Convergys Corp,. Responsible for creating exceptional value for clients across all business sectors within the EMEA region.
He has over ten years experience within the contact centre industry and eight years within customer operations. Able to offer broad experience transforming customer contact strategies, as well as having a track record for identifying and delivering successful contact centre solutions.
Formerly he has been working as an independent consultant who is passionate about changing the perception of call centres, prior to this he held a variety of management and business consulting positions at Prudential spanning from customer operations to IT Strategy & Architecture. |
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Andrew Hall
Director Financial Services EMEA - Convergys EMEA
Andrew joined Convergys in 2007 with responsibility for financial services across EMEA. He has extensive experience in customer management and process improvement. Andrew has very successfully developed business propositions across organisations that significantly impact strategic initiatives including customer experience and transformation. Much of this work has included initiatives to develop transformational programs and solutions that embed best practice processes in software that can then be right-shored.
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. |
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Simon Smith
Director - Commercial Development EMEA - GE Money
Simon is an executive business leader with 10 years experience delivering above expectations in multiple business units (Global & the Middle East & Africa) within General Electric. Recognised within the Financial Services industry as a key leader of business transformation & Change. Simon has a proven history of successfully executing leadership & management roles within operations, strategic marketing, sales, leadership development & business turnarounds.
Simon directly led 5 Geographic EMEA "regions", consisting of 24 individual businesses, 350 senior management team (SMT) members and 28, 000 employees.
A broad role but specifically focused on leading the introduction of Strategic Marketing DNA & Operational effectiveness across EMEA. Had full accountability for:
1. Business impact for 24 CEOs
2. Client development driving a 12% global core growth agenda
3. Leading CEO/Mgt team behaviour change
4. Marketing/Product take up
5. B2B/C strategic client interactions /positioning
6. Leading the pan EMA rollout of new customer centricity culture change programme for all P&Ls/CEOs |
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Jez Smith
Program Director - Capita
An Army officer for the first decade of his working life, Jez moved less than seamlessly into the IT industry where he has worked for the last 12 years. Initially running an IT support organisation, he moved to managing outsourced IT contracts before joining Capita.
Capita offered the challenge of implementing the technology for London Congestion Charging which Jez saw through it’s implementation phase before taking responsibility for the Enforcement side of the operation where he implemented technology solutions to reduce the manual effort involved.
Following this, Jez has moved to another of Capita’s major clients, first as IT Director and more recently as Strategic Programme Director. In these two roles he has continued to analyse business problems and inefficiencies to identify if new technologies can demonstrably bring business benefit. |
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Kathleen Silvestro
Contact Centre Manager - HM Revenue & Customs
With a career spanning several years working for HMRC, Kathleen led in setting up Contact Centres for HMRC just over 5 years ago. Following the success of her first site she led in setting up the largest of all Public Sector Contact Centres at Bathgate with 1200 staff and 5 lines of business.
Kathleen’s inspirational leadership, influence and dedication to her staff and customers has earned Bathgate the reputation of HMRC’s flagship site. These achievements have recently been recognised by the industry with success at the CCF European Call Centre Awards where Kathleen won European Contact Centre Manager of the Year 2007 and Bathgate Contact Centre was awarded the Judges Special Award for delivering customer service from the heart. Her success continued and Kathleen was awarded the CCA Individual Achievement - Call Centre Manager of the Year 2007.
Kathleen’s Inspirational Leadership and dedicated service to HMRC over many years received Royal Recognition as Kathleen was awarded an OBE in the 2008 New Years Honours List.
Kathleen is currently leading a Continuous Improvement programme for Contact Centres on behalf of HMRC. |
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Alan Young
Member of PA Consulting Group's Management Group - PA Consulting Group
Alan is a business strategist who specialises in outsourcing and customer services. His skills lie in applying fact-based analysis to strategy, and in managing stakeholders to drive through business change in implementing strategies. Alan has worked across a number of sectors, with ten years in telecoms, media and technology, six years in utilities, and stints in financial services and the public sector. Alan passionately believes that sourcing needs to be considered strategic, and in doing so it should be managed at board level. |
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Neil Loney
Consultant, Business Transformation Group - PA Consulting
Neil works for the Business Transformation Group of PA Consulting, advising leading UK insurers and technology providers on strategy implementation and operational excellence programmes in the UK and Europe. He has worked for 20 years in the Financial Services industry, in strategy, change, sales and operations, and in that time has managed both insourced and outsourced sales and service call centres across multiple sites. He has led the deployment of major BPR and 6 Sigma programmes, several achieving annual benefits in excess of £10m. In addition, he has designed and delivered Green Belt and Black Belt training in the UK, France and Germany. |
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