The Focus Group

Annette Rowe

Director - During her 30 years in customer service, Annette has been responsible for a range of areas including..

Ben Kay

Head of Service Access Strategy -Everything Everywhere Ben Kay has been in the telecoms industry for over 10years working for both manufacturers and networ..

Bian Salins

Head of Social Media Innovation -BT Care A journalist turned social media evangelist, Bian's career saw her start out as a reporter for India..

Brian Triptree

Customer Experience Insight Manager -Egg Currently the Customer Experience Insight Manager for Citi's UK Consumer Group based at the Egg off ..

Bruce Temkin

Customer Experience'Transformist &'Managing Partner -Temkin Group Bruce is widely viewed as a leading expert in how large organizations build differentiation with cus..

Chantel Botha

Business Consultant & Customer Experience Program Manager -Sanlam Personal Finance Chantel Botha is a business consultant within the internal consulting division of Sanlam. She ha..

Clive Hutchinson

Company Leader -Cougar Automation Clive Hutchinson is one of the experts as he has focused on customer service and happiness of staff ..

Colin Bates

-Customer Champions Colin's 25 years plus of marketing experience, in primarily a B2B market, has covered product manage..

Craig Lee

Senior Manager Performance Development -Emirates Group Craig Lee is a customer experience transformist and responsible for improving business results b..

Craig Palmer

Practice Lead -Cable & Wireless Worldwide Craig Palmer is the Practice Lead for Cable&Wireless Worldwide Contact Center line of business. Crai..

Dave Carroll

Singer / Songwriter / Speaker -Dave Carroll Music For over two decades in the music business, internationally acclaimed singer-songwriter Dave Car..

David MacLeod

Chairman -MacLeod Review David MacLeod was chair of the MacLeod Review. David has spent the majority of his career leading pr..

David Tarrant

Global Technical Community Manager -RS Components David Tarrant has 25 years experience in the electronics and semiconductor industry. His roles have ..

Dawn Hewins

H/O HR & Transformation -Stoke-on-Trent City Council Dawn joined Stoke-on-Trent City Council in 1994 and started her current role in January 2010 as Assi..

Derek Brown

VP, EMEA -Vovici Derek Brown is an accomplished executive with over 25 years of experience in software sales and sale..

Dominic Boon

H/O People -Virgin Active Dom is Head of People at Virgin Active where he is responsible for HR, L&D and Recruitment as well a..

Francois Ozrovech

Head: Client Contact Center -Sanlam Personal Finance Francois Ozrovech joined Sanlam in 1990. He heads up the Sanlam personal finance client contact cent..

Gina Debogovich

Senior Manager, Communities -Best Buy ..

Giorgio Cavalieri

Director of Customer Experience Management -Fiat Group Automobiles Mr. Cavalieri is Director of Customer Experience Management and Customer Relationship Management Eur..

Graham Webster

Director, Customer Experience -Telefonica S.A Graham has held a variety of senior roles in telecommunications including in P&L general management,..

Hazel Fagan

Vice President & Head of Customer Support -Visa Europe Hazel has worked in the Financial Industry for over 30 years with over 20 years leading or managing ..

Heather Taylor

Social Media & PR Manager -giffgaff Heather is the Social Media and PR Manager of the UK mobile network, giffgaff. Her role is to manage..

Helen Francis

Director -Institute of People and Organisational Development, School of Management, Edinburgh Napier Helen Francis is the Director of the People Management and Organisational Development Division, with..

Helen Trim

Managing Director -FreshNetworks Helen has been immersed in digital for over 15 years, translating between marketing and technical te..

Helen Trim

Chief Operating Officer -FreshNetworks Helen Trim is the COO at FreshNetworks, a social media agency that helps businesses use social media..

Henning Hansen

President & CEO -Confirmit Henning Hansen is President and CEO, for feedback management software provider, Confirmit, a positio..

Ian Golding

Head of Customer Experience Improvement -Shop Direct Group (SDG) Ian is responsible for driving a programme of continuous measurement and improvement under the Custo..

James Westlake

Senior Business Development Director -Confirmit ..

Jane Judd

Senior Manager of Customer Loyalty Team -Zappos Inc Jane joined Zappos in 2005 and was promoted to Senior Manager of our Customer Loyalty Team in 2006. ..

John Barrett

H/O Operational Strategy -Bank of America Europe Card Services John is responsible for developing and executing on the future strategies for Europe Card Services C..

John Boxer

-MarketTools, Inc. John has more than 20 year experience with customer interaction technologies, working both as a clie..

John Hughes

Managing Director -Customer Services Network John Hughes is founder and Managing Director of the Customer Services Network. He has over 15 years ..

John McKechie

Vice President, Customer & Sales Service -Stora Enso John has more than 20 years' experience managing Finance, HR, IT and Sales teams across a number of ..

Kath Lowey

Global Director of HR Services & Operations -Vertex Data Science Ltd Kath Lowey currently works for Vertex, a leading provider of business process outsourcing (BPO) with..

Keith Jones

Senior Operations Manager -Scottish Power Keith has worked in the energy industry for over 35 years carrying out many roles initially qualifyi..

Keith Schorah

CEO -SynGro Keith Schorah founded SynGro, a leading Voice of the Customer (VoC) Specialist company in 2004, foll..

Kevin Dooley

Director of People Engagement & Marketing -Deutsche Bank Kevin Dooley is a Human Resources professional with experience in and Consumer Products and Financia..

Klaus Woeste

Director - Head of People and Change, Financial Services -KPMG ..

Lisa Sibley

Employee Engagement Manager -Essex County Council Lisa has been at Essex County Council for seven years and is one of the Council's senior managers. P..

Manish Sinah

VP Customer Care -Yahoo! With more than 20 years of extensive customer relationship experience in the IT and service industri..

Mark Jennings

Accounts Director -FreshNetworks Mark is a highly experienced digital account director. As the MD of D8 Digital and the Global Brand ..

Mark Michelson

Qualitative Research Director - Mark Michelson has over 25 years experience as a qualitative research consultant/consumer anthropolo..

Mark Williamson

Partner - Head of People and Change, ELLP -KPMG Mark has over 20 years of experience in this area, working in industry for Rolls-Royce and in profes..

Marlene Kanagusuku

Zappos Inc -Zappos Customer Loyalty Team Marlene has been a member of the Customer Loyalty Team at Zappos.com since September, 2004. She is a..

Martin Howe

UK Employee Engagement Advisor -The WOW! Awards Martin has over 25 years experience in the design and delivery of creative learning solutions produc..

Martin Reddington

Senior Consultant -Edinburgh Napier University Dr Martin Reddington is Senior Consultant at the Edinburgh Institute's (EI), Personnel and Organisat..

Michael Wu

Principal Scientist of Analytics -Lithium Technologies Inc Michael Wu is the Principal Scientist of Analytics at Lithium Technologies Inc. Michael received his..

Nick Iles

Global User Experience Director -Unilever Nick is globally responsible for the experience Unilever employees receive from their own internal s..

Nick Sellers

Director of Marketing -Sykes ..

Nicola Millard

Customer Experience Futurologist -BT Global Services Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology co..

Nina Gyubbenet

Customer Operations Director -Tele2 Nina Gyubbenet has 15 years experience in telecom area. She is a pioneer in building Customer Servic..

Nita Clarke

Director - Nita Clarke is the Director of the Involvement and Participation Association (IPA). She was vice-cha..

Patrick Hargreaves

Customer Experience Manager -Yorkshire Water Patrick is the Customer Experience Manager at Yorkshire Water focussing on operational customer issu..

Paul Allen

European Organisation Effectiveness and Development Director -Telefonica O2 Paul joined Telefonica Europe in 2009. He is currently Director of Organisation Effectiveness, Execu..

Rachel Campbell

Head of People, Global Platform -KPMG Rachel Campbell is Global Head of People, Performance and Culture, as well as Head of People for KPM..

Ram Raghaven

Talentgene -Manchester Business School Ram combines cutting edge experience with state of the art research. He has developed a unique appro..

Robert Bolton

Partner - Head of People and Change, Infrastructure, Government and Health -KPMG Robert has a broad and varied experience in leading jobs in the private and public sector that focus..

Robert Bolton

Partner - Head of People and Change, Infrastructure, Government and Health -KPMG Robert has a broad and varied experience in leading jobs in the private and public sector that focus..

Sean Moore

Head of Customer Service Experience -Premier Farnell Sean is Head of Customer Experience at Premier Farnell since 2008, responsible for research on loyal..

Sharon Bayliss

Assistant Director, Customer & Commercial Services -London Borough of Hammersmith & Fulham Sharon is a delivery focused senior level business transformation professional with a 100% track rec..

Stefan Osthaus

VP Worldwide Support & Customer Experience -Symantec Stefan has been with Symantec for more than 13 years and has been in several leadership positions in..

Stephen Hampshire

Client Manager -The Leadership Factor Stephen is a Client Manager at The Leadership Factor, a specialist in helping companies understand t..

Susanne Nestor

Head of Employee Engagement, Europe -Telefonica O2 ..

Terri Bailey

- Terri is a Fellow of the CIPD and has worked in HR for 18 years. She started her career in local gov..

Tim Hughes

-Dwr Cymru Tim Hughes leads the Customer Service and Communications teams within Dwr Cymru and is responsible f..

Toni Adams

UK Customer Service Manager -LOVEFiLM Toni Adams joined LOVEFiLM in 2009 bringing over 15 years management experience gained across a mult..

Uta Langley

Director -2 The Point Training Uta Langley is passionate about Happiness at Work having experienced misery first hand. She has been..

Vincent Gaillard

Dep. General Manager, London 2012 -The Coca-Cola Company Vincent Gaillard is a Marketing and Sustainability expert specialised in Global Events and Corporate..

Warren Buckley

Managing, Customer Service -BT Retail Warren Buckley is the Managing Director, Customer Service, for BT Retail. He has worked in the Telec..