Past Speakers

Stephen Parry has a world-class reputation for passionate leadership and creating organisations with superior service climates by changing the way employees, managers and leaders think about their business.

His track record of success has been achieved through the development and application of the Sense and Respond Business model, an approach to business management with foundations built on Lean. In 2005 he set out his ideas when he authored Sense and Respond: The Journey to Customer Purpose (MacMillan).

Stephen is passionate about people and their development and believes that organisations must be designed around the needs of customers through the application of employee creativity, innovation and willing contribution. This was recognised when his approach received awards from the Call Centre European Industry for the 'Best People Development Programme' and a personal award for 'Innovation and Creativity'.

His approach received the National Business Award for the Best Customer Service Strategy.
His transformation work featured in the Harvard Business Review, March 2005, and he was the subject of a BBC Documentary, The Crunch: Innovation, Creativity and Change, which was last broadcast throughout April 2007 on the Business Channel.

As one of the world's leading experts on change, using the principles of Lean, he lectures at the Lean Enterprise Institute in Cambridge, Massachusetts and is a member of the Operational Research Council for the Customer Contact Association

ContactBabel, the contact centre industry analysts, was set up in 2000 by Steve Morrell, a leading expert on the global contact centre industry.

Steve has written over 200 reports on the future of technology, people and business processes surrounding the contact centre industry, and is widely-quoted in industry journals and the international media as the author of key studies of the UK, US, Irish, South African and Indian contact centre markets.

He was a lead author of a DTI-commissioned study into the future of the UK contact centre industry, and also wrote "20:20 CRM ' A visionary insight into unique customer contact", a book read by tens of thousands of industry professionals worldwide.

ContactBabel is a UK-based analysis firm focusing upon the global contact centre and CRM industries. Solution providers and contact centres alike use ContactBabel's industry expertise to investigate and understand the industry through primary research and market analysis.

As a member of the Executive Committee at Engage Mutual, Steve is responsible for development of people strategies, where mutuality and the importance of its members is a central consideration. In the eight years he has been with the organisation Steve has ensured the employment practices and policies compare favourably with any blue chip organisation, and this year secured IIP Gold standard and an 86% of staff recommending Engage Mutual as a great place to work.

Stephen has worked at the Royal Bank of Scotland for 5 years running cross divisional service improvement programmes.

Before joining RBS his background was continuous improvement across a range of industries. Steve began his career as a Chartered Manufacturing Engineer with Airbus, working on the A380 super jumbo launch team. Steve then developed and ran the Six Sigma programme for Pickford’s U.K before working on the Buying and Merchandising improvement portfolio in Littlewood’s Shop Direct Group.

His current role is Head of Customer Experience working across end to end value chains to create actionable customer insight driving divisional strategy, investment decisions and commercial impact.

Steve is a Certified Master Black Belt and a British Quality Foundation assessor for lean sigma. He lives in Peterborough with his wife Sarah and son Charlie.

Stuart is currently Director of Shared Services within the Co-Operative Financial Services. He has a track record of developing and delivering successful strategic change within a diverse range of operational areas and generating significant capability uplift across sales, cost and service delivery. A passionate, energetic, resilient and highly customer focused leader with a proven track record of delivering exceptional business results.

Sue is the customer experience manager responsible for knowledge management, MI, new business projects and client relationships at IFDS. Even though she is one of the youngest managers in the contact centre she has a wealth of experience.

Sue spent three months in Mumbai supporting the offshore operations. She can also claim credit for some impressive project successes notably, developing KANA, which is the IFDS system supporting information for 33 client organisations. Sue also played a key role in the conversion of M&G and Virgin Money.

Sue is head of customer strategy delivery for Orange group, working with multiple European countries to help deliver their customer strategy through a variety of customer experience improvement initiatives, including real-time marketing. She has 10 years experience of CRM, working both as a consultant to deliver strategic roadmaps in addition to working directly in industry. Sue started her career as a commercial manager in Marks and Spencer, where she had store management responsibilities in addition to delivering customer experience improvements in the south west region on the UK. She then moved into consulting at PwC, working on multi-national CRM transformation programmes for a number of clients in the Telco, Retail and Government sectors before moving to Orange group in her current role. She has extensive experience within the customer experience space, and her specialities include business change, multi-channel CRM business transformation, and delivering real-time marketing strategies across the end to end customer lifecycle.

Tamsin is Head of Organisational Effectiveness at Lloyds Banking Group. She has enjoyed a productive career previously spending time with KPMG where she consulted on people and change and at BT where she coached a number of senior managers through some important performance and talent management challenges.

Tamsin is an energetic and passionate leader. She displays focus and determination in her work and is willing to challenge existing thinking whenever necessary. Her desire to do the right thing wins over doubters and laggards, and she has a rare ability to deliver in difficult circumstances.