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Headliners From Our Previous Event

Vice President EMEA Customer Solutions, Dublin Site Lead, PayPal

Annette Hickey

Session: Delivering the Kind of Customer Experience that Adds Customer Value and Brings Business Benefits

Annette Hickey is PayPal’s Vice President of Customer Solutions. She is a seasoned professional with 20 years-experience in customer service leadership. Annette leads a team of 800 Customer Champions committed to delivering results for PayPal customer’s right across Europe, the Middle East and Africa. She coaches her leaders and her customer service teammates to set them up for success and achieve their targets.

Annette leads key strategic programmes that deliver costs savings and drives investment in the things that matter most to customers and teammates. Annette is an advocate of career development and champions culture and inclusion. She is also the Dublin Site Leader for PayPal. Prior to PayPal, she worked at Vodafone and Eir where she developed a reputation for adding value by putting both the customer and the employee at the centre of decisions. Outside of work Annette is a mum to two young boys and avid Dubs fan.

Founder, Innovators + Influencers

Michael O. “Coop” Cooper

Session: The Agent Experience: A Force for Customer Experience Innovation and Opportunity

Michael O. “Coop” Cooper is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment.

Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-lead the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has facilitated global summits for Sony corporation and a conference on managing Millennials for the Northern California Human Resource Association. For the past 12 years, he has coached and advised Eric Rodenbeck, CEO & Creative Director of Stamen Design, named by Fast Company as one of the 50 Top Innovative Companies in America and one of the Top 50 Designers in America. He has also been selected to coach the prestigious TED Fellows.

Coop is a contributor to Fast Company, Inc., Entrepreneur and Wired Innovations. He was the founding president of the International Association of Coaching, has served on the faculty of Sony leadership programs, CoachVille, Thomas Leonard School of Coaching and the Graduate School of Coaching. He completed coach training at Coach U, CoachVille and the School of Shadow Coaching. He received an MBA from the Freeman School of Business at Tulane University with a concentration in Information Systems and a special emphasis in Global Strategic Management and degrees in History, Communications Studies and Technology Education at Virginia Tech. He received the (Shop Local / Consulting) Entrepreneur of the Year Award in 2006 from San Francisco where he lives with his partner and dog. He is an active supporter of the arts and Burning Man community.

Head of Change & Improvement, Sky Ireland

Mervyn Neary

Session: Transformational Visions for the Future

An experienced leader with over 15 years, Mervyn has successfully designed, led and implemented many complex change agendas with high levels of engagement within global organisations.

Working for the past 6 years with Sky Ireland, in the Broadcast Media &Telcom’s sector, Mervyn is organisationally recognised as a positive leader, who has successfully managed and developed individuals in a line and matrix structure. With a track record of delivering sizeable, complex & / high value initiatives through the complete lifecycle. he has extensive experience at strategic, transformational and operational levels and has an outcome oriented focus. His specialist skills are in leadership, change management, continuous improvement and improving the effectiveness of organisations, the individuals and teams within them.

Rockstar Insights From Our Previous Event

Vice President Service Operations, ezCater

Ed Ariel

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Ed has more than 20 years of experience building, implementing and managing comprehensive customer service and business process improvement programs and teams.

Eric loves to help grow and build teams and drive revenue. He has a passion for creating organizations that operate with curiosity and transparency, both internally and with customers. He enjoys traveling with his family and lives in Texas with his wife and 2 daughters.He has a winning record of simultaneously boosting customer satisfaction and company profitability by building and directing great teams and equipping them with top-notch technology. Ed has held leadership roles in customer service, operations and risk management at Fidelity Investment Systems Company and AT&T before joining ezCater over 5 years ago. Ed holds an MBA from Bentley University and a BA from the University of Massachusetts/Amherst.

Global Customer & Employee Experience Director, Diversey

Michelle Begley

Session: B2B Nuances of Customer Care: An Opportunity to Address the Top Challenges Faced in B2B

What inspires you? Positivity and making a difference inspires me personally and professionally.

Michelle Begley is the Global Customer & Employee Experience Director for Diversey. Michelle began her career with Diversey 15 years ago as a Customer Service Advisor and moved in to various local management positions including leading the UKI Customer Function where she implemented new coaching and training programs which became recognized as best practice for the rest of the globe. Michelle then moved in to a Global Customer Service Project Management Role where she implemented those best practices plus harmonized approaches to Voice of the Customer, Complaint Management and Reward and Recognition.

Michelle’s main driver behind all the programs she has designed and implemented has been to improve the Customer and Employee Experience. Her success is these areas are demonstrated in Diverseys improvement in the Employee and Customer Net Promoter metrics plus Customer Satisfaction and Customer Effort Scores.

Michelle holds a BSC Honors Degree in Behavioral Sciences, is a Green Belt in Lean Six Sigma and a member of the Customer Experience Professional Association.

International CX Transformation Director, SAP Concur

Claudia Belardo

Session: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives

Claudia Belardo brings over 15 years of experience in the SaaS world building and leading best in class Support and Services teams.

Refining her skills in the CX field she currently serves as the Director of International Customer Experience at SAP Concur and the Director at the Customer Institute. In this role, she is responsible for fostering a company-wide culture that maintains an effortless customer experience at the forefront of everything that is done. Driving customer-focused change throughout the organization by pulling together their insights to build compelling business cases change and prioritizing CX improvement programs. Claudia is also a member of Customer Experience Professionals Association (CXPA) and Technology Services Industry Association (TSIA) as well as a Certified Knowledge Centered Service (KCS) Practitioner.

Managing Director, CCMA Ireland

Dorothy O’Byrne

Session: The Workforce of the Future: A Force for Disruptive Change

Dorothy has over 25 years’ experience within the Irish and UK customer service and contact centre industry.
Dorothy initially worked with Telecom Eireann (now eir) for 8 years in a number of corporate affairs and marketing roles, finally as Head of the Telemarketing Services Unit.

She spent over 8 years as Vice President of Sales and Marketing with the ICT Group, a leading global business process service provider. She also worked as Director of Sales with Conduit an Irish based BPO provider. Dorothy then set up her own consulting business working with clients including Bord Gais, Capita and Sage.

She joined CCMA in 2010, in her role as Managing Director, she is responsible for running the association, engaging with members and sponsors and representing the industry sector in Ireland. Dorothy is directly involved in best practice thinking and thought leadership that has shaped today’s Irish customer contact and shared services industry. A results driven leader within the customer management and shared services sector, with specific expertise in strategic planning and implementation, business development, project management, stakeholder and account management, marketing and media relations at a senior level.  Dorothy has an energetic and proactive management approach with extensive expertise in developing customer service and sales solutions and event management.

Dorothy was previously a board member of the Irish Direct Marketing Association and founder of the Young Direct Marketing Association. Dorothy holds a Masters in Strategic International Marketing from Dublin City University.

Customer Experience Director, Bank of Ireland

Tony Crane

Session: The Workforce of the Future: A Force for Disruptive Change

Tony is a highly experienced business leader with over 20 years’ experience in financial services. Tony started his career as a cashier in 1996 and he has since worked at a senior level across all product lines and within all consumer channels for some of the UK’s most distinguished financial services brands.

His industry expertise incorporates retail, investment, retirement, mainstream mortgage and equity release markets as well as advised and non-advised distribution within the consumer, intermediary and business to business segments.

Tony is now leading the Customer Experience team at the Bank of Ireland UK which involves oversight of the teams within product and proposition, partnership, data and analytics, marketing, PR and customer outcomes. Immediately prior to joining the Bank of Ireland Tony led the work on the day 2 Mortgage and Investment proposition for Williams & Glyn (RBS) and acted in a Non-Executive capacity in the launch of two FinTech start-up’s (both social-enterprises)

Director of Transformation and Change, Virgin Media Ireland

Anthony Dodson

Session: Messaging: Service at Your Convenience Not Ours!

What inspires you? Problem solving and shared experiences

Anthony has extensive experience in technology businesses ranging across APAC, USA & European territories. He has worked within different sectors, from Manufacturing (Xilinx), Telecommunications (BT) and now with Virgin Media Irelsnd.

Anthony is currently Director of Transformation & Change for Virgin Media Ireland. This is a role that spans the entire business from Cable to Mobile, Technology and Virgin Media Television. The launch of Virgin’s Digital Conversation Strategy is an exciting look into the future of Digital Support. Anthony is leading a Digital Transformation agenda within the Virgin Media Ireland business to deliver on that digital vision using existing and leading edge technologies. Expanding to meet the customer of today and tomorrow, Anthony is leading the charge on Messaging Platforms, Digital Assistants, RPA, System Integrators and AI. He is genuinely passionate about Virgin Media leading the way in Customer Experience and Making it Easy for customers.

Director of Online Partnerships, Google

Yuval Dvir

Session: The Workforce of the Future: A Force for Disruptive Change

A Business Transformation leader with hands-on experience on how to manage technology, people, data and products to lead real change, innovation and growth in global organizations. Yuval Dvir heads Online Partnership for Google Cloud – the smart productivity applications and the cloud based building blocks that power many of today’s organizations. Prior to that, Yuval led the Strategy for Google’s Global Product Operation, improving customer experience for Google’s Advertising partners and clients.

Prior to joining Google, Yuval led Skype’s Product Strategy and as the scope expanded, Yuval created the Business Transformation group, responsible for driving the wider strategic alignment of the division and the data culture across wider Microsoft post acquisition. As part of this turnaround, Yuval oversaw the rebuilding of Skype’s data architecture, from pipeline feeds to the last mile of visualization, adoption and business growth, and with the very first ML implementation in collaboration with MSFT research China.

Yuval holds a B.S.c from the Technion – Israel’s Institute of Technology and an M.B.A from INSEAD Business School in France and Singapore. Currently working towards his
MSc in Neuroscience at King’s College London.

Partner, Senior Vice President & General Manager Events Division, Frost & Sullivan

Brian Fitzpatrick

Session: Navigating Customer Contact Europe

Bio is forthcoming.

Business Program Manager, Microsoft

Jonny Foster

Session: Innovations in Coaching and Training

What Inspires You? Disruption | People | Positivity | – through building relationships with true digital transformation

To go from lessons learnt to lessons applied. I put focus on leveraging my energy, creativity and understanding of technology to make things happen. To fail fast and achieve shared success. Being customer obsessed and having a trusted advisor mind-set to empower people to achieve more, I have developed within my career to enable change and positively impact peers, customers and stakeholders across the world.

Head of Customer Contact, Wilko

Jonathan George

Session: Transformation in the Contact Center: Using Technology to Make Life and Outcomes Easier

Over the past 25 years Jonathan has been involved in the establishment and development of customer service, sales and shared service operations within a number of industries including Financial Services, Insurance and Retail.

Across these diverse sectors and industries, he has a track record of leading change and creating a culture that delivers high performance. This has involved establishing the centralised service and sales operations for Specsavers and leading transformational change as Director of Operations at both Axa Insurance, RAC and Barbon Insurance. His strong leadership and people development skills have led to delivering organisational success including leading 3 organisations to be recognised as being a Top 50 Customer Service Centre in the UK. He has led significant change programmes including the implementation of new technologies including CRM solutions, Interaction Analytics, telephony, AI and Robotics.

In recent years Jonathan’s success in the customer service industry has led him to be a judge for a number of industry awards including ‘the European Call Centre Awards’, ‘National Sales Awards’ and the ‘Professional Planning Forum’.  He was also awarded in 2013 an Industry award from the Professional Planning Forum for his commitment to the Customer Service and Contact Centre Industry.

Head of Revenue Contact Centres, Thames Water

Wayne Grimshawe

Session: Live Chatting with Your Customer: Real Time and Personal

What inspires you? • People | • Innovation | • Disruption

I have worked within the contact centre at all levels and across many different industries with a clear focus on understanding and supporting customers.

I have worked with some large organisations (The AA, Danone, Barclays, Sky & Thames Water) helping them to grow and develop their relationship with customers in a time that has seen the biggest change in their needs & wants and significant commercial pressures.

What started out as channel shift to email, moved to live chat, then social media and now a focused on a live view of customer activity across all channels (assisted and unassisted).

The development of people and their capabilities has been my passion, however I have more latterly delivered transformation programmes involving CRM, Billing Platforms, Channel Aggregation, Workforce Management and Workflow Management to enable a great customer experience.

Vice President, Global Customer Transformation, ServiceMax

Coen Jeukens

Session: How to Use Data to Create the Ideal Customer Experience: From Big Data to Dig Data

Coen Jeukens is an energetic and inspiring business leader with sales DNA and a service heart. With his 20+ years of experience he inspires by means of teaching, writing and key-notes. He puts inspiration into practice through consulting and hands-on coaching throughout each step of the transformation journey.

Coen’s favorite quote is: “Great service is great when it’s told. When it’s told it can be sold.” ServiceMax as a product will deliver the results to do the telling. ServiceMax as company will help you to do the selling.

Prior to ServiceMax, Coen was Service Contract Director at Bosch responsible for changing the business model and tripling the services revenue in five years time. Prior to Bosch, Coen held various positions in the sales and services organizations of IBM, ASML and BaaN relating to transformation, Servitization and strategy consulting.

Coen holds a Master of Science degree in Industrial Engineering and Management Science and has an MBA from Eindhoven University of Technology.

Vice President, Operations & Logistics Solutions EMEA, Stryker European Operations B.V

Gemma de Koning

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

What Inspires You? Being able to make a difference!

Gemma brings extensive experience and leadership in international customer service and operations. She worked in the IT/Software industry for the first 15 years of her career and in Medical Technology for the past 7.5 years.

She is known for have a clear focus on service, improving customer experience and driving continuous improvements. Gemma has a proven track-record in building and leading international teams and establishing sustainable and profitable relationships with customers, partners and stakeholders across the globe. She is determined to drive change at the organizational, process and systems level, and turns the spotlight inefficiencies which impact productivity and value.

Gemma currently leads the EMEA Operations and Logistics organization for Stryker – this includes Customer Service, logistics, distribution and management of the central distribution center and the local warehouses across Europe as well as the commercial demand and supply planning activities for EMEA – and she is a member of both the Stryker European Leadership Team and the global Enterprise Planning Operations & Logistics Team.

Personal Market Manager, Direct Banking, AIB

Kathy O’Mahony

Session: Achieving Investment Driven Outcomes

Kathy has worked in a variety of roles within AIB’s Contact Centre for the past 20 years. Currently working as a Senior Manager in Direct Banking with specific responsibility for Direct Mortgages, she is responsible for delivering sales performance, customer experience and people leadership across an omni channel and ever evolving digital environment. Prior to working in Direct Banking, Kathy worked in Direct Service, notably Phone and Internet Banking and Card Services. She has participated on various bank wide strategic and transformational projects.

Kathy is a Board member of the CCMA (Customer Contact Management Association) and the recipient of the 2017 Irish Sales Champion Manager of the Year Award.

Originally from Boston Massachusetts where she worked as a Registered Nurse (RN, BSN), Kathy is married and living in Ireland with 3 grown up children.

Head of Design, Customer Experience, User Experience, Orange Bank

David Ruiz Martínez

Session: Our AI Journey: Lessons Learned, Outcomes, and Next Steps

What inspires you? People, Ethics, Respect, Freedom, Humour

David Ruiz is Head of Design and CX at Orange Bank tasked for conceiving meaningful customer experiences and designing innovative services for banking.

He has a wide international experience spanning telecommunications engineering, large customer account management, innovative project leadership and experience design. Optimistic, passionate and challenging, David strives to make business, strategic and technical stakeholders aware of the benefits of an early adoption of a User-Centric design methodology within the innovative chain and the customer experience definition

Director of Consulting, Frost & Sullivan

Alexander Michael

Session: Cybersecurity – The Ins & Outs

Bio is forthcoming.

Vice President, Customer Service, GetYourGuide

Dirk Moreno

Session: Employee Experience (EX) – The Key to Unlocking a Better Customer Experience (CX)

Dirk Moreno has two decades of Global Customer Service & BPO management experience, launching his career 19 years ago as a call-center agent in Dublin/Ireland in tech support for US personal computer manufacturer Gateway.

Until today his roles including several international services and general management executive roles in Europe, US, and Asia for companies like Stream International, Siemens, Compaq, Hewlett-Packard and 1&1 Internet Inc. – on of the largest web-hosting companies in the world. After leading a Spain based startup BPO provider as CEO and providing service and digital consultancy to several tourism startups in Southeast-Asia, he joined Germany based GetYourGuide – the world’s largest online marketplace for in-destination activities – as Vice President Customer Service, pushing customer experience in one the fastest growing industries globally to the next level.

Director of Customer Experience and Operations, Virgin Media Ireland

Eric Mullane

Session: Messaging: Service at Your Convenience Not Ours!

Bio is forthcoming.

Chief Customer Officer, CarTrawler

Michael Nolan

Session: The Workforce of the Future: A Force for Disruptive Change

Michael Nolan is CarTrawler’s Chief Customer Officer. In this role, Michael leads the company’s focus on loyalty, satisfaction and retention across the customer experience. He has responsibility for maintaining a corporate culture whereby the customer is at the heart of the company, and he influences corporate strategy with regard to suppliers and regulators where customers are concerned.

Prior to joining CarTrawler, Michael was Chief Product Officer at eShopWorld, an Irish eCommerce company that was Ireland’s fastest growing company for the 3 years Michael was there.  He was responsible for creating and developing the Product, Client Implementation, Business Intelligence and eCommerce Operations teams.

Michael also held the position of Head of Customer Operations at Paddy Power where he spent 6 years leading the award winning Customer Operations side of the business.

Michael holds a Bachelor of Law from UCD and Post Graduate Diplomas from the Michael Smurfit Business School and UCC.

Head of Customer Services, TVPlayer

Philip Purdy

Session: The Workforce of the Future: A Force for Disruptive Change

What Inspires You?

Professionally: Beautiful customer experiences

Personally: Making the most of every day

Phil has over 20 years of experience creating beautiful award-winning customer experiences for a number of high-profile companies. With previous roles at Channel 5, Virgin Active, Lifelong Learning UK, Travelzoo, he is passionate about providing excellent customer service with the focus on making it easy for customers to do business. In September 2018, Phil joined TVPlayer as Head of Customer Services with a remit for overall strategy for the Customer Service function.

Global Vice President Customer Service, Diversey

Louise Robinson

Session: B2B Nuances of Customer Care: An Opportunity to Address the Top Challenges Faced in B2B

What Inspires You? I’m inspired by a challenge. Starting something new that needs to be fully developed and implemented gets me excited.

Louise Robinson is the Global Vice President for Customer Service and is based out of Northampton, UK. An accomplished Customer Service leader, Louise started her career 23 years ago as a customer service representative for Diversey. She worked her way right up the function which she is now leading. During her career she has held various roles in both Finance back office operations and Customer Service in Amsterdam and the UK.

Louise is recognized as an effective leader with a strong people focus and has achieved success in integrating large European teams to create a European Customer Service organization clustered by language skills. She is successful in leading change programs to improve profitability, customer satisfaction and employee engagement.

Louise is passionate about Customer Service and the value the function delivers to organizations when you get it right. She has won awards for Customer Service internally and externally. Louise is recognized as an expert in her industry and regularly speaks at Customer Service forums.

Louise holds a BTEC in business studies and finance.

EU Virtual Site Director, Wayfair

Paul Simpson

Session: The Workforce of the Future: A Force for Disruptive Change

Bio is forthcoming.

Director Retail and Customer Care, bpost

Jan Smets

Session: Contact Centre Measurements: Driving Operations, Following Hypes or Indicators of Value Generation

Since early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel.

bposts physical retail network consists of over 1300 postal presences, half of which fully owned and self-operated post offices. This 2500+ FTE proximity network, which manages over 35 million transactions per year, logically remains a key partner in bpost/bpost bank operational activities, but has over the years also evolved into a performing sales engine, targeting the residential and SME segments.

Customer Care combines B-2-C and B-2-B contact centers, with some 500 contact center agents. It has a primary focus on inbound service, which earned the World Mail award for service in 2015.

Jan also remains responsible for the digital channels, and keeps a transversal role to monitor bposts overall customer loyalty and satisfaction. Jan has final responsibility over all philatelist activities of bpost, including the printing facilities in Mechelen.

Jan Smets originally joined bpost in 2008, to head the residential contact centers for both bpost and bpost Bank. Between 2010 and 2013 he combined this with the responsibility for residential marketing.

Prior to bpost, Jan worked 10 years for Belgiums telecom operator Belgacom, heading both the residential and B2B customer care organisation. This 1700 FTE strong organization focused on both servicing and selling, and was awarded Belgiums very first Contact Center Award in 2007.

He started his career 7 years earlier with Andersen consulting, with focus mainly on strategic transformation projects in governmental organisations.

Jan is a frequently asked speaker and lecturer on the topics of contact center management and customer experience. He is the author of “Contact Center Management” (Lannoo Campus, 2016)

Jan Smets holds a degree of commercial engineer from the Vrije Universiteit Brussel.

He and his wife Carla and son Jonas (°2003) live in Lier, Belgium.

Customer Service Director – Europe, Office Depot

Neil Sturrock

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Currently European Customer Service Director for Office Depot, the leading business supplies company in the world. Leading a team responsible for sales and service across Europe from a global footprint of 11 sites.

Prior to OD I held a number of senior customer leadership roles with TUI, Apple and Orange in the UK for example and worked offshore for Unique Vacations the Marketing and Sales arm of Sandals and Beaches resorts in the caribbean.

Passionate about customer service and leading operations which are not only passionate about their customers but ensure their employees are valued and engaged positively.

Director, Customer Service - Central European Region Danfoss.

Eric Thalmann

Customer Engagement Leadership Council Member

Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

More than 15 years’ experience in leading multi-cultural customer service organizations in B2B environments, while being responsible for different additional, customer experience relevant, assignments with Supply Chain, Logistics and Customer Satisfaction.

As the Head of different Customer Service Organizational set up`s, which where tailored to the specific markets and area conditions, he introduced Customer Service as a new core discipline with a strong Supply Chain and Continuous Improvement approach within different organizations in EMEA.

Lead Customer Service Manager, Zynga

Nathan Turner

Session: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives

Nathan is an experienced customer service & community management leader within the cutting edge world of games, as well as a qualified trainer.

Having lead the customer support team for a large UK games company as Senior Operations Manager, he now heads up the player support operation for NaturalMotion, an award winning studio based in London. Building customer loyalty, trust and satisfaction is what he does best; having introduced industry leading initiatives to bolster retention, reduce effort and delight customers, he truly understands what makes his customers & team tick.

Head of Customer Journey, Danske Bank

Jarkko Vuorikoski

Session: How to Use Data to Create the Ideal Customer Experience: From Big Data to Dig Data

Jarkko Vuorikoski is an experienced leader specialized in customer experience and operational excellence. He has a broad experience from the financial services. Currently as Head of Customer Journey in Asset Finance area, he is focusing his efforts to improve customer experience, efficiency and transparency in Danske Bank.

Prior to current position Jarkko has lead a group-wide Centre of Excellence in Customer Journey and Process providing expertise, methods and tools for all business areas and countries in Danske Bank Group. He also has a wide range of experience from different functions like branch network, call centre, operations and IT. Jarkko is always keen on finding new and different ways to improve customer experience while driving down the costs with different development methodologies like Lean, Service Design and Agile.

Senior Business Program Manager, Microsoft

Helena Wheatman

Session: Innovations in Coaching and Training

I have worked in the IT industry for over 30 years and joined Microsoft in 2017. I am a Senior program Manager working in a skills and development team driving culture and learning programs across Microsoft Customer Services and Support.

My passion is inspiring and enabling others to obtain the skills needed to deliver excellence.

Fab Facilitators From Our Previous Event

Vice President, Channels & International Business, Five9

Wendell Black

Session: Connected Service Management: A Model for Proactively Resolving Issues

What inspires you? The Joy of the Open Road

Wendell Black is a Contact Center leader and industry expert with more than 30 years of experience in operating, consulting, integrating and leveraging emerging technologies.

Mr. Black is a graduate of the Baylor Hankamer school of business and has served in Sr. Executive roles at companies such as: Aspect Communications, Nortel Networks, Oracle, Contactual and most recently serves as the VP, Global Channels and International Business for Five9, Inc. In addition to Sales, Marketing and Operational leadership roles, Mr. Black has also held technical positions such as CIO and VP of Information Technology.

With such a breadth of experience and industry knowledge, Mr. Black is a trusted advisor and has worked with businesses of all sizes, including many of the Fortune 500. By sharing his experience, he has been able to help others to run their contact centers as efficiently and cost effectively as possible, all the while helping them to achieve a high level of Customer Satisfaction.

Mr. Black’s current role as Vice President, Channels & International Business for Five9, Inc. is responsible for the development and delivery through channel and direct sales programs for Five9 globally.

Chief Sales and Marketing Officer, HGS

Graham Brown

Session: Doing More for Less: Reducing Cost Through Digital Disruption

What inspires you? Excellence, Dedication and Charisma

A CX professional with over 25 years of experience helping organisations delight their customers. A strong track-record in client management and business development underpinned by
operational knowledge built up through front-line, management and support roles within the contact centre environment (in-house and outsourced).

Working extensively across EMEA with many of the world’s leading brands helping to deliver transformation, innovation and excellence whilst optimizing cost.

Vice President EMEA, Interactions LLC

Lee Cottle

Session: Strategic Mapping of an Integrated Self-Serve Experience

Lee brings a broad experience in innovation to the contact center industry, having worked in development and product introduction he has taken new technologies from North America into Europe, he has both designed and implementing, multi-million dollar end-to-end, multi-channel CRM solutions.

After leading a number of high-profile projects, Lee moved in to sales and operations, where he enjoys working with disruptive technologies that deliver real measurable business benefits to clients both in terms of ROI and customer satisfaction. Lee is responsible for the EMEA region for Interactions LLC

Chief Product Officer, Jacada

Yoel Goldenberg

Session: Automation in the Contact Centre – Empowering Agents to Focus on the Customer

Yoel Goldenberg is a Customer Experience Technology domain expert with over 20 years of experience in this space. In his current role as Jacada’s Chief Product and Marketing Officer, Yoel leads the Autonomous CX revolution.

Prior to Jacada Yoel headed marketing for Starhome Mach, and prior to that held various senior positions at NICE Systems. During his tenure with NICE Yoel led the effort that brought NICE to its leading position in the customer engagement space. Yoel started his career in improving customer service operations through advanced CX technologies at Pelephone, the leading Israeli telecommunication provider. Yoel holds a B.S.c in Industrial Engineering from the Israeli Technion, and a master’s degree in Business Administration from the Stanford University. Yoel is a passionate mountain biker that always looks to conquer the next summit!

Executive Vice President, Transformation & Knowledge Services, Teleperformance DIBS

Sidharth Mukherjee

Session: High Tech – High Touch: A Human Centric Approach to Transformationn

What inspires you? The Future of Digital transformation

Sid has nearly 20 years of experience working in consulting, corporate and service provider firms, cutting across Strategy and Transformation, across 5 continents. Besides the Transformation function, Sid leads the Knowledge Services – Consulting, Analytics and Automation – arm of Teleperformance Digital & Integrated Business Services.

Prior to TP, Sid led services strategy at Nestle Group, based in Switzerland, where he played a key role in their global shared services transformation. Before Nestle, Sid was an emerging markets strategy professional at Serco and prior to that worked in consulting firms such as PwC, IBM Business Consulting and Everest Group. Sid is a graduate from Indian Institute of Technology (IIT), Kanpur, and an MBA from Indian Institute of Management (IIM), Ahmedabad.

Deputy Chief Executive Officer, Content Guru

Martin Taylor

Session: Omni in Retrospect: If I Knew Then What I Know Now

What inspires you? To be the best

Martin Taylor is Co-Founder and Deputy CEO of the Redwood Technologies Group, comprising specialised communications systems and software manufacturer Redwood Technologies; and omni-channel cloud communications provider Content Guru.

Headquartered in Bracknell, England, the Group also has operating companies or facilities in the USA, Japan, Singapore, Malaysia, Netherlands, Ireland, Germany and Italy, servicing household-name customers spanning utilities, travel, financial services, retail and public sector. Significant industry recognition includes a European IT & Software Excellence Award in 2018, and the Queen’s Award for Enterprise: Innovation in 2016, the highest accolade for business in the UK.

Since co-founding Redwood Technologies with his brother in his early twenties, Martin has remained at the forefront of innovation in communications technology. His role now centres on strategic market development and heading the Group’s public sector practice.

Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socio-economic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

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