Conference Speakers

Our 2017 London and South East Contact Centre Conference keynote speakers are:

Simon Donaldson

Simon Donaldson, Head of Operations, Ikano Bank (UK)
Simon Donaldson is Head of Operations for the UK branch of Ikano Bank and has worked for Ikano Bank since 1999.
Simon’s achievements include:
  • Leading a department with over 100 contact centre co-workers
  • Achieving ‘winner status’ for Large Contact Centre of the Year and Best Employee Engagement Strategy of the Year (Midlands and Yorkshire Contact Centre Awards ‘16)
  • Achieving ‘winner status’ for Best Improvement Strategy (Midlands Contact Centre Awards ‘14)
  • Embedding strong process management governance and improvement using Lean methodologies
Simon’s ambitions are to take the department on a journey to become a servicing centre of excellence.
CHAIR: 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!


Steve Sullivan

Steve Sullivan, Founder, Channel Doctors

Channel Doctors’ founder, Steve Sullivan, has 20 years’ experience of solution design and delivery in customer experience and contact centres. This has included working with a variety of brands such as American Express, Ageas, Abel & Cole, Land Rover, Marks & Spencer, The Guardian and Burberry.

As Deputy Chair of the UK Direct Marketing Association’s Contact Centre Council and lead for its Regulation Hub, Steve has developed a detailed, pragmatic understanding of current and future data protection regulation in the customer management space. This has been further enhanced through membership of the Direct Marketing Association’s GDPR Taskforce. Steve is currently developing course content for the Institute of Direct & Digital Marketing’s Certificate in GDPR and ePrivacy.

Steve is from Yorkshire, but has nothing against people from the Midlands.

Mark Cassidy, Quality Business Partner, Virgin Media
  • Background in people development prior to quality roles
  • 10+ years in Quality Management
  • Responsible for the quality management of 1200+ people across 5 sites in 3 countries
  • Winner of UK Contact Centre Quality Manager of the Year 2017.

Mark Cassidy