Our 2017 London and South East Contact Centre Conference keynote speakers 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.
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!
Greg Reed, Chief Marketing Officer, HomeServe Membership
Following a 20-plus year international career in Banking, Greg joined HomeServe in 2012 as its UK Chief Marketing Officer. In the UK, HomeServe had been through a regulatory, reputational and commercial near-death experience and Greg was part of a new exec team brought in to create and drive a culture that would help a new HomeServe to emerge; a business built on strong principles delivering strong, sustainable and justifiable returns.
In 2016, GlassDoor recognised HomeServe Membership as one of the three best places to work in the UK; in the same year, the Institute of Customer Service judged the HomeServe to have the most improved Customer satisfaction of any business in the UK services sector.
One of Greg’s focus areas has been innovation and through his leadership, HomeServe is now a recognised InsureTech company through its wholly-owned subsidiary HomeServe Labs. It’s first product, the award-winning Leakbot, is now in commercial production.
Greg’s undergraduate degree was in Finance from Pennsylvania State University and he also holds a doctorate in Law from Widener University School of Law. Greg lives in Edinburgh with his childhood sweetheart Melissa and their three children. His best friend is his border collie, Piper.
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!”
Alasdair Skeoch, Head of Collections, Brighthouse
Alasdair is Head of Credit Operations at Brighthouse one of the UK’s largest weekly payment retailers. He’s held multiple senior Operational and Client Services roles within the Debt Recovery sector such as Head of Collections at Ventura and at Wescot Credit Services. Alasdair specialises in executing major contracts and ensuring quality service delivery through effective project, people and supplier management.