2018 Conference Chairs
Our 2018 UKCCF National Conference roundtable discussion chairpersons are:
Martin Hill-Wilson, Founder, Brainfood Consulting
Martin is a customer engagement and post silo business strategist. He is also an author, international keynote speaker and chair. Working under his own brand, Brainfood Consulting, he delivers a range of master classes and interventions. Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All targeted at delivering disruptive service innovation. Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.
Director, Non-Exec Director and investor to mostly technology and engineering companies. Particularly experienced with telecoms/call/contact centre technologies.
Working at director/C-level across Europe. Growing businesses and converting loss-making SMEs to profitability.
Assisting and representing non-UK innovative technology businesses to gain traction in the UK market.
Andrew Hall, Chief Innovation Officer, Cap Gemini
My passion is creating new opportunities to help clients transform their business to benefit both their customers and shareholders (efficient and effective). I do this by looking from the outside-in, ensuring that solutions and technologies are aligned to deliver additional value or remove waste and cost. I have a focus and interest on Customer experience, RPA, automation and digital services, having worked with companies who specialise in these areas for more than 25 years now. Knowledge in: RPA, BPMS, BPS, Digital, AI, IA, advisory, Customer experience strategy, sales leadership, commercial strategy, digital marketing,
Edward Winfield, Content Guru
Edward Winfield – Sales Director at Content Guru – has been at the forefront of driving improvements in contact centre and customer service for over 10 years. A key proponent of cloud technologies during his time at Cable and Wireless Worldwide and Vodafone Global Enterprise, Edward has held senior leadership positions in both organisations. Edward’s experience of delivering cloud contact centre solutions for some of the world’slargest service companies has given him an intimate understanding of the market. His move to the world’s largest privately owned cloud contact centre provider Content Guru has positioned him at the leading edge of the market making him well positioned to share insight into best practice and the evolution of contact centre into the customer engagement hub.
Edward recently completed a post Graduate Certification Program at St Gallen University on Customer Value Creation in September 2017. He is also an avid car enthusiast and in his spare time he competes in sprints and track events. A keen musician, Edwards band “The Badflys” are often found playing in Kent and Surrey pubs where you will find him up front with the mic in his hand rocking the night away.
Michael Peniket, NFU Mutual
Michael has 15 years in the telecommunications, retail, financial services and outsourcing industries where he has performed a variety of leading customer-centric roles delivering operational, tactical and strategic initiatives within the customer operations and customer experience space. Also worked in a number of roles in client management during his time with Openreach, Capita and Ember Services. Michael’s core speciality is within contact centre operations, people management, telephony/IVR, multi-channel self-service capability and customer experience design. In Michael’s current role, he is assisting NFU Mutual in delivering key CRM requirements, providing operational support to the Marketing Team, reviewing operating systems and addressing GDPR requirements. His wealth of experience within the contact centre domain also includes skills in change management, product management, management and service operations.
Giles Owen, Head of Customer Services, Bristan Group
An avid lover of call centres since the mid-90s. I have always believed that great service is delivered by great people, although the great people need to have the freedom and autonomy to operate in a great environment. It is the privilege of business leaders and managers to remove the barriers to greatness and to nurture the environment for success.
Sarah Metcalf, Head of Customer Service, Sure Pet Care
Sarah joined Sure Petcare in 2010 years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world.
Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, Sure Petcare now has an amazing Net Promoter Score of 95+ in over 20 countries around the world.
Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. Sarah recently became a Woohoo Certified Partner training as a Chief Happiness Officer on how to deliver training in creating happy workplaces.
Mark Walton, VP Europe, Arise Virtual Solutions
Mark has been involved in Customer Service all of his career and has specialised in the BPO & direct marketing sectors for the past 20 years, working with leading brands in the telecoms, mobile, utilities and financial services sectors. He was a Director at HEROtsc for six years and led its spectacular growth from regional player to market leader, recording a turnover of £100million, through two private equity sales leading to its eventual sale to Webhelp.
Mark built and grew the Aquira Group of companies from 2008 which became a market leader in Sales through Service outsourcing and a pioneer of the intelligent data model and ‘Data Cyclone’ for marketing which helped many brands such as ‘3’ ‘Vodafone’ ‘Sky’ and ‘Scottish Power’ to grow significantly and compliantly.
Mark was founder and Chairman of not for profit company Reviive which donates all of its profits to the homeless and oversaw its dramatic growth to eventual merger with the Wrekin Housing group.
Mark has worked with or advised many of the largest BPO companies in Europe and in 2017 joined Arise Virtual Solutions to replicate the incredible success that Arise have had in the US Home Working sector, across the UK and Europe.