London and South East Contact Centre Conference 2018 Roundtable Chairpersons
Our 2018 London and South East Contact Centre Conference roundtable discussion chairpersons are:
Jackie Naughton, Founder and Managing Director, BYC Aqua Solutions
Jackie Naughton is the founder and managing director of BYC Aqua Solutions UK Ltd, an independent Outsourcer offering various Quality Solutions to companies throughout the UK, South Africa, Australia, Indonesia and Singapore. BYC specialises in measuring customer delivery via the contact centre medium and provides a unique reporting system that allows complete measurement and delivery of results to various stakeholders.
Jackie’s role for her previous employer was executive director of their European operations and client base consisting of 4,500 workstations across 13 various European countries. She gained enormous experience whilst working in all continents globally in understanding the key elements of operating a successful contact centre operation.
She has successfully designed, implemented and managed many customer sales and service environments during her two decades of working within the arena, covering UK, Europe, United States, Asia and Africa.
BYC is an organically grown company that started in quality management 15 years ago. Based in Cape Town, her team now consists of over 150 qualified quality assessors who fulfil 100,000’s QA assessments per month on behalf of their client base, consisting of all business sectors.
BYC has won various industry awards for their services to the contact centre industry and continues to focus on ensuring optimum return on investment through the effort of QA assessments. BYC is also ISO 9001-2015 certified.
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.
Simon Foot, Group Development Director, CX Company
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. 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!
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,
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.
Michael Peniket, Owner, JMP Management Solutions
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.
Nerys Caufield, Director, Injection Consulting
Nerys is Chair of the DMA Contact Centre Council, a Non Exec Director for Connect Assist, (a specialist outsourcer) and Founder of Injection Consulting. Before setting up her consultancy Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Nerys uses these experiences to carry out CX audits, contact centre health-checks and delivers workshops around a host of contact centre related subjects. Nerys also works with the Contact Centre and UC technology provider Mitel adding value to and developing their 900 UK contact centre clients. Nerys is noted for ‘driving change’, being ‘honest’ ‘practical’ and ‘indefatigable’.
Darron Burness, Director, DBOMCS Ltd
Darron worked at the Automobile Association for 26 years. 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. With no previous call centre experience, however a vast knowledge of the business and excellent networking skills, Darron and his team delivered a reduction in AHT of over 30 seconds and increased customer satisfaction along with a quality score. 26 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. Darron left the AA in 2018 and is currently working as an independent CX consultant.
Chloe Marsh, Head of Engagement & Communications, RHP Group
With experience in Communications, L&D and HR, Chloë’s passionate about the link between highly engaged employees and better business results. Her expertise have helped RHP to be named as the most innovative housing provider in the UK three years in a row, gain Investors in People Platinum and place number 7 in the 2018 Great Place to Work list.
Over the past two years, her team have been integral in getting both customers and employees ready for the launch of RHPi, the UK’s first digital only housing service. They’ve continued to build engagement across all digital channels and today 70% of interactions are made online.
Pauline Geldard, Head of HR, RHP Group
Pauline has a wealth of HR experience at both strategic and operational level, gained across the private, public and not for profit sectors.
Pauline is passionate about delivering an exceptional employee experience and maintaining leading level of employee engagement. Her expertise has helped RHP Group achieve Platinum standard in Investors for People and be placed number 7 in the 2018 Great Place to Work list.