Our 2017 London and South East Contact Centre Conference roundtable discussion chairpersons are:
Tony Mooney, Managing Director, Insight & Decision Science, Sky
Tony Mooney has unique experience and specialist expertise in the effective use of data and analytics to deliver business growth, improved performance and superior customer experience.
Over the last 20 years, he has built and directed a number of world-leading data and insight organisations for major corporations including Sky, Orange, British Gas and the AA. In each case, he designed, created and deployed advanced consumer data and insight capabilities to deliver competitive advantage and help these organisations achieve their business objectives.
He has also led B2B service businesses for Experian and Sky, providing advanced data and insight solutions to some of the largest UK consumer brands including LTSB, Barclays, HBOS, RBS, Orange, Vodafone, Homeserve, Zurich and Centrica as well as Microsoft in the US and financial services companies in the Far East, such as Prudential.
Simon Foot, Group Development Director, Ember Services
Simon has been involved in the customer management industry for over 20 years – as both an operational leader and an advisor to major brands globally. He is a regular presenter and trusted industry commentator, being voted amongst the industry’s most influential voices in 2015/16. As an Ember Director, Simon has worked with some of the UK’s most significant brands to help them navigate through the complexity of defining and delivering technology led transformations to elevate the customer experience. In his spare time Simon is a keen golfer, football fan and family man, all of which involve far too much shouting these days!
John Greaves, Brand Director, Homeserve
John joined HomeServe Membership in December 2013 and became Brand Director in 2016. John reports to the UK CEO and sits on the UK Executive Group. He is responsible for developing and telling the HomeServe story and is proud to have played a part in helping HomeServe become the third best place to work in the UK (Glassdoor) and the most improved company for Customer satisfaction in the UK services sector (Institute of Customer Service).
Before coming to HomeServe, John worked at MBNA/Bank of America for 13 years as UK Communications Director and, before that, at Bank of Scotland in a senior corporate affairs role.
John is married to Rachel, they live in Birkenhead, Merseyside and have four children and a terrier. John is a season ticket holder at Anfield.
Steve Messenbird, Global Call Centre Director, Merlin Entertainments Plc
Steve has worked for the Merlin Entertainments Group since 1998. In 2004 (having never stepped into a contact centre) he was asked to manage the groups contact centre operation which in those days consisted of 7 seats based in a back office in Madame Tussauds London responsible for just £200,000 in pre-booked sales.
Now, over 10 years later, Steve has grown the operation to 5 Contact centres globally, with over 250 seats. Steve puts his success down to the amazing team he has working for him.
“Contact Centres can be boring places, but we make sure everyone has fun” says Steve. “Working for the world’s second largest visitor attraction company makes my job easy and ensures we deliver customer excellence to our guests before they visit our fantastic attractions. Being an ex clown also helps…but that’s a very different story!”
James Leech, Head of Digital Contact, Technology and Innovation – Customer Management Centre, Argos
I’m 34 years young, married to Lindsay, with 3 children Alfie, Lexie and Emily. I have worked for Argos 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 running a region for Argos I moved into Head Office and I became responsible for the development of customer service within stores. Whilst doing this role I became involved in creating the current strategic road map for Argos, specifically around multi-channel customer service, and this then led to me moving into Argos, Homebase and Habitat contact centres. I’ve performed various roles with the contact centre including heading up Argos contact centres. My current role is a more specialised strategic role accountable for developing the groups digital customer service channels and services, as well as enhancing contact centre technology and leading our innovation programme.
Outside of work I love football, formula 1 and table tennis; I’m manager of a Saturday football team and have started a youth development programme for the same club on a Sunday. I also love taking my family abroad on caravan holidays and nothing relaxes me more than cooking on a Friday night with a glass of red in my hand!!
Gary Robson, Assistant Director of Customer Services, L&Q Group
Gary has worked at a senior management level in customer contact environments for over 20 years in organisations such as Vodafone, Carphone Warehouse and now L&Q, one of the largest Housing and property development organisations in the UK. In 2016 he was recognised as Director of the Year at the UKCCF London and South East Awards and has judged for the European Contact Centre and Customer Service Awards, the UK National Contact Centre Awards and the UKCCF awards. Gary is a Board member for the L&Q Foundation which funds community development projects and is a parent Governor at Tetherdown primary school in Muswell Hill. He holds an MBA from Henley Business School, a BA in Political and English studies from Middlesex University and is accredited in Agile Project Management and Lean Management.
Warren Tait, Customer Services Director, Neopost Limited
Warren has worked within the call centre industry for 28 years, during this time has held many positions from the floor up to Executive board currently holding two positions, Operations Director and Customer Services Director. His current team consists of over 200 personnel located both regionally and in the Romford head office. Over the last few years Warren and his team have awards with LSECCF, CCA, CCMA, ECCA and the Forum for Customer Innovation with Speech Analytics.
Roy Holmes, Managing Director, OysterCCC Consultants
Roy Holmes has worked in the Contact Centre arena for 30 years. He has worked for many of the leading suppliers in the industry including IBM, Aspect, Rockwell, Noble, and currently works for Vocalcom as Head of Sales and Marketing. He has successfully run his own consultancy business for over 10 years.
Steve Jones, Managing Director, Skills for Business
Steve Jones is a well -known business coach, public speaker, trainer and consultant. Steve is an expert at creating ideas and strategies that build businesses, drive revenue and improve business position & performance. He has a passion for making companies and their products the best in their product category
Merlin Stone, Professor of Marketing & Strategy, St Mary’s University
Merlin Stone is Professor of Marketing and Strategy at St Mary’s University, Twickenham. He has spent most of his career managing, researching, consulting and training in marketing, customer service and CRM. He is an Honorary Life Fellow of the UK’s Institute of Direct and Digital Marketing, which he helped found, and was awarded their Derek Holder Lifetime Achievement Award (one of the Data IQ Talent Awards) in 2015. He has also followed a full academic career, holding senior posts and professorships at several universities He is on the editorial advisory boards of several academic journals, has a first class degree and doctorate in economics and runs a university and school tuition business focusing on management, economics and mathematics.
Claire Sporton, Vice President, Customer Experience Management, Confirmit
Claire Sporton is Vice President, Customer Experience Management at Confirmit, focusing on supporting organisations in listening to the voice of their customers, employees and partners to drive business innovation and sustainable growth.
Claire’s focus is on ensuring our clients can deliver insights that drive change. Claire was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organization to do the right thing for their customers, their internal teams and of course the bottom line.
With a background in Psychology and Systemic Management, Claire has specialised in the application of these disciplines within a business environment to drive a better understanding between organisations and their customers; drive process improvement; build customer centric cultures and fundamentally ensure sustainable long term growth and profitability.
Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector.