2018 Conference Speakers
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.
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.
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.