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.
Rodney Assock, Operational Services Director, LV=
Rodney is the Operational Services Director for General Insurance at LV= and is responsible for a range of services provided across the insurance contact centre including planning, business performance, operational change, training, business standards, customer relations and insight. With over 20 years experience in service and operational roles in frontline delivery, operational services and senior management, he’s always been focused on what he loves most and that’s putting the customer and people at the heart of the business.
Darron Burness, Teleworking Operations Manager, The AA
Darron has worked at the Automobile Association for 25 years this year, working with a remote workforce therefore is nothing new.
In July 2015 following a short spell working in India, looking particularly at business improvements on a new joint venture with TVS, Darron was asked to manage the AA’s remote ‘Teleworking’ team.
Next year sees 20 years of The AA’s remote call centre ‘Teleworking’, which was created following the closure of its Leeds call centre. With the average length of service running at 13 and a half years, staff love the flexibility the role brings.
With no previous call centre experience, however a vast knowledge of the business and excellent networking skills, Darron and his team have delivered a reduction in AHT of over 30 seconds and increased customer satisfaction along with a quality score.
25 years of working in a fast paced Emergency breakdown environment, Darron has always been focused on a ‘one team’ ethos, listening to frontline staff and management team to deliver exceptional customer experience time after time.
James Leech, Head of Digital, Technology and Innovation, Sainsburys Argos Customer Management Centres