Prof. John Murphy

He has held a series of senior management positions both in Ireland and the UK and is a pioneer and thought leader on the dynamics of customer management. He has been an advisor to numerous international organisations, including the British Council, Lloyds Banking Group, Santander, Shell and Telefónica O2 and the NHS.

In 1990 he was appointed Visiting Professor of Quality Management at the University of Ulster, the first such chair established in Ireland and in 2000 was appointed by the British Quality Foundation (BQF) as subject expert in customer satisfaction. He has been Chairman of the BQF jury for the five year period 2002-2007 for the annual UK Business Excellence Awards and was reappointed Chairman in 2009.

At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK companies. These students are specialising in service quality/customer retention research with an emphasis on issues which have a practical relevance to industry. This is the largest doctoral research group in this specialist area in Europe. In this regard, it is his stated objective to further enhance the international reputation of Manchester Business School as a centre of excellence for management studies. He is a regular contributor to the Management and Executive Development programmes at the Manchester Business School Executive Development Centre. He chairs and directs the Customer Management Leadership Group. CMLG is a network of senior executives from both public and private sectors, leading academics in customer management-related fields and experienced practitioners in the implementation of customer centric change.

Professor Murphy is Head of Corporate Relations at Manchester Business School and was previously Faculty Head of Development, with responsibility for identifying and formalising partnership opportunities for the Faculty of Humanities, which is the largest of the University’s four Faculties.

He holds four professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists of quality in the world.

He is the author of six books, the most recent of which, The Stakeholder Balance Sheet: Profiting from Really Understanding Your Market, was published in 2008.

John Murphy is a Food Science graduate of University College, Cork and has a Masters degree in Science from Trinity College, Dublin and Doctor of Philosophy degree from the University of Ulster.

His main areas of research are service quality, customer loyalty and retention.

Frank Capek

Frank's research and intellectual energy has been focused on understanding the cognitive and neurological foundations of how people experience the world... independent of their roles as customers, employees, or members of any social network.

He graduated with degrees in mechanical engineering from MIT; mathematics from the State University of New York; and has conducted research and advanced studies in artificial intelligence and applied mathematics.

James Eadie

In his previous role as Integrated Marketing Communications Director, James was responsible communications, media, digital and brand experiences at Coca-Cola GB.

After a physics degree at Oxford University and a spell in the Army, James began his marketing career at Procter & Gamble, where after four years of traditional marketing in Health & Beauty Care he was a founder member of P&G’s European Interactive Marketing Group in Brussels.

Outside work James has a passion for his young family and for travel. He has travelled in over forty countries by various modes of transport, including by bicycle from Vancouver to Mexico; by mule in the Atlas Mountains; by riverboat up the Congo and on skis to the North Pole.

Stefan Osthaus

In his current role, Stefan leads Symantec’s worldwide Customer Support organization. In an environment of millions of customer interactions per year, this function is key in driving the customer satisfaction and loyalty for the Norton brand of security products.

In addition, Stefan orchestrates all customer experience improvements across Symantec’s Consumer Business Unit, ensuring that customers enjoy the best experience in all of their interactions with the Norton brand.

Symantec's Norton brand of products is the worldwide leader in consumer security and technology problem-solving solutions. The company focuses on matching best-of-breed technology with best-in-class customer experience within the Norton and PC Tools brands.

Stefan holds a degree in Business Administration from the University of Muenster in Germany. He is an enthusiastic skier, horseman and windsurfer and lives in Germany with his family.

Henning Hansen

Hansen is a passionate advocate of the power of the Voice of the Customer and its ability to change the way the businesses operate. His particular focus is on how organisations can capture customer feedback effectively, share it across all stakeholder groups and take action to improve the customer experience. He frequently liaises with Confirmit customers to gain a clearly understanding of how they use customer feedback, and to ensure that Confirmit continues to provide the full range of solutions that they need.

Prior to his tenure at Confirmit, Hansen was CEO at a leading data security firm, and was Managing Director of Gartner in Norway. He holds two bachelor degrees; a BBa from BI Norwegian School of Management, Oslo and a BSc from Oslo Ingeni√∏rh√∏yskole.

Dr Nicola Millard

Scarily, Nicola has now worked for BT for 20 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting.

Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work. She got her PhD from Lancaster University in 2005, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. She also travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few.

Anthony Thomson

The Financial Services Forum is an independent member-based community for over 300 senior executives with an interest in financial services marketing. The FS Forum exists to help members improve their marketing effectiveness on the basis that good marketing is good for the consumer. Anthony founded the FS Forum in July 2000.

Teamspirit is the UK's leading FS integrated marketing company, part of Chime plc. Anthony joined the board in 2007.

In 1987, he co-founded City Financial Marketing, and - as Group CEO - led it to become the largest specialist FS communications group in Europe. In 1997 he sold the group to Publicis (the world's 4th largest agency group) and took a well-deserved year off, before founding the Financial Services Forum.

From 1983 - 1987 he held various roles with Sun Life of Canada, ultimately as Sales and Marketing Director.

He has held other non-executive roles including Century Life (a Life Assurance group) and Jardine Arber (an actuarial consultancy).

Bruce Temkin

Bruce has helped some of the world’s largest banks, retailers, insurers, health plans, pharmaceuticals, and telecom providers improve their customer experience and build more loyalty with their customers.

Bruce is the author of the blog Customer Experience Matters which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.

During his 12 years with Forrester Research, Bruce led the company's business- ‐to- ‐ business, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most- ‐read analyst in the company for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored several Forrester’s most popular research reports on customer experience, including: "The Customer Experience Value Chain," "Experience- ‐Based Differentiation," and “The Customer Experience Journey.” He is also the creator of Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience.

Bruce also co- ‚Äêfounded a couple of Internet start- ‚Äêups and held management positions at General Electric, Stratus Computers, and Fidelity Investments.

Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce has delivered keynote speeches at many company and industry events.

Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College

Blog Post: Customer Experience Resolutions for 2011

Blog Post: Customer Experience Trends for 2011

Graham Webster

Whilst in British Telecommunications he had roles in Corporate Strategy, Marketing Strategy and as MD of BT’s call centre business, which was the subject of a turnaround.

Graham has been with O2 since the demerger from BT and has been involved in Strategy and Business Development including leading the creation of O2’s wholesale strategy, the negotiation of the Tesco Mobile Joint Venture, and M&A activity.

He has worked in the Customer Experience area for a number of years. In his current role he is responsible for leading the Customer Experience activity for Telefonica Europe and running the centre of competence on Customer Experience for Telefonica worldwide, as Telefonica continues to increase its focus on its customers.

Jane Judd

Jane grew up in Chatfield, Minnesota and later earned her Business Associate degree from McConnell College in Minneapolis, Minnesota.

In 2007 she was recognized by 1 to 1 Media as a Customer Champion and in 2008 was awarded the International Customer Service Manager of year by Customer Service Institute of America.

Marlene Kanagusuku

Craig Lee

Craig has a unique understanding of customer needs and behaviours, what this means to the service delivery process and how this translates to the delivery of an enhanced customer and employee experience in cosmopolitan, international and multi-cultural work places.

Craig has 28 years international corporate and consulting experience in corporate strategy, business development, marketing, brand and communications strategy, management development and training, and business transformation (development and process), at director, executive and management levels. He has worked extensively in both the public and private sectors. He has industry-specific skills in the retail, travel, transport, logistics, telco and leisure sectors.

Craig is a recognised subject matter expert on Customer Experience and speaks and advises internationally on Employee Engagement, Integrated Marketing and bringing brands to life. He holds an Industrial Psychology degree from the University of Stellenbosch, South Africa

Ian Golding

Ian’s team also manages Customer 1st Aid – a closed loop customer issue resolution process. Customer 1st Aid enables any employee within the organisation who identifies something that is detrimental to the organisation, to have the ability to make a difference. Through a network of business champions, all issues raised are either resolved, corrected or responded to – in three years, 15,000 raised issues have delivered over £10 million of incremental benefit to the organisation. Customer 1st Aid recently won a UK Customer Experience Award for retail.

A certified Lean Six Sigma Master Black Belt, Ian was recruited into Shop Direct Group (SDG) 5 years ago to assist in the deployment of Six Sigma and Lean methodologies. Prior to joining SDG, Ian’s involvement in business improvement spans a ten year period at Brakes Foodservice, Liberata, GE Reinsurance and GE Commercial Finance. Ian is also an experienced asset based lender, having worked for RBS and Deutsche Bank.

Helen Trim

In 15 years, she’s launched over 100 communities for companies including Virgin Media, BT, and the Royal Bank of Scotland. Helen earned her experience in two ways, digital and real-world with companies like Sun Microsystems and United News and Media. As the founder of Chord9, she has experienced first hand the ins and outs of investing in and getting the most out of employees. On a personal note, Helen is a keen runner and has avid interest in theatre and film.

Stephen Hampshire

Ben Kay

Following the joint venture of Orange and T-Mobile in UK, Ben is now leading the direction for Everything Everywhere on self service and the use of social media for customer service.

Colin Bates

Before forming Customer Champions Ltd in 1999, he was European Marketing Director for AT&T, responsible for their pan European customer feedback programme. He has a drive and focus to support companies to not only talk about the importance of customers to their business, but also to help them put in place a framework and culture that delivers an excellent customer experience. Customer Champions are a team of experts in customer relationships focused on converting customer feedback into profitable action that delivers an improved customer experience, Their clients include QinetiQ, BT, Environment Agency, BAA, Met Office, GE and Nokia.

Colin is a companion member of the Institute of Customer Service and is requested to be a regular presenter at many conferences concerning how to effectively place the customer at the heart of organisations. Papers have been produced in a number of publications including the Daily Telegraph, Sunday Times, Marketing, Marketing Week, Market Research Society Journal, Customer Management magazine, and a wide variety of websites focused on customer service management.

Nina Gyubbenet

Mrs Gyubbenet has master degree in international economy and IMISP MBA.

After graduating from Saint-Peterburg State University in 1995 Mrs Gyubbenet joined one of the first mobile operator in Russia founded by Motorola.

In 2003 Mrs Gyubbenet joined TELE2 GROUP as Customer Op-erations Director of Russian Operations

Toni Adams

Giorgio Cavalieri

Mr. Cavalieri has more than 20 years of combined management consulting and industry line management experience with P&L and people responsibility both in Italy and in USA where he lived for 13 years. His expertise is in the areas of Customer Experience Management, Channel Management, Customer Relationship Management, and Supply Chain Management.

Mr. Cavalieri's industry experience includes automotive, pharmaceutical OTC, health care, industrial and farming equipment, logistics services, consumer packaged goods, and financial services. He worked on several multinational projects in Europe and in the U.S. and is familiar with headquarters and foreign-based subsidiaries issues.

Martin Howe

Increasingly, consultancy is being delivered in partnership with Customer First UK the awarding body for Putting the Customer First ®, the National Standard for Customer Service and The WOW! Awards® which is a customer nominated employee recognition scheme that celebrates excellence in Customer Service.

As the Cega Group's Training and Development Manager, Martin was responsible for the overall strategy to consistently deliver a high quality customer experience, as the service behind the world's leading travel insurance brands including AVIVA, AxaPPP, Liverpool Victoria, HSBC, Barclays and Nationwide. Blended learning programmes, across three core businesses employing 400 staff, provide world class out-sourced contact centre services.

Martin is a passionate and engaging writer and public speaker who communicates with real power. A regular at CIPD events, Martin has spoken at the National Conference, HRD Conference and the Coaching at Work Conference. He has also delivered presentations on the powerful effect on customer service that full Employee Engagement brings at the ICS conference and the Customer Service Trainers Association. Martin’s articles for ‘People Management’ include ‘Coaching at the crossroads: who manages the change?’ and ‘Training’s Treasure Trove: aligning learning with business objectives’

Keith Jones

Uta Langley

Clive Hutchinson

Sharon Bayliss

Her start point in any change situation is simple. To enact change that is good for the people that work for the organisation, change that provides an excellent customer experience and ultimately provides long-term financial value for the organisation. Sharon is a unique blend of thought leadership practitioner grounded by years of operational experience and common sense. Her work ethic is to push boundaries and think beyond the impossible.

Sharon has 20 years Private Sector experience working in Energy, Telco & Financial Services, for the last three years she has applied her private sector experience in an entrepreneurial way within the public sector.

Ram Raghaven

He currently runs a strategy consultancy that operates in the UK and Indian markets. An electronics engineer by qualification with an MS in Robotics and control, Ram started his career in India as an R&D engineer before moving into the sales and service functions. He was managing the business in a couple of countries before moving to the UK.

He completed his MBA specialising in business strategy. He ran a consultancy firm specialising in strategy and customer management. He discovered a gap in the market place for an approach that correlated strategic business perspectives and individual emotional needs to achieve and deliver synergy, coherence and sustainable performance improvement. Accordingly, he elected to study for his PhD. As part of his research, he developed a framework to measure the value of human capital.

Ram has over 20 years experience and a depth of experience that covers strategy, marketing and customer management. Ram specialises in developing and customising measurement tools to profile people, performance and processes.

John Barrett

John is an experienced Change Management professional and Six Sigma Master Black Belt and prior to joining Bank of America in 2008, worked for companies such as Jaguar Cars, and Scottish Power.

John has an Honour’s degree in Mechanical Engineering, and is a Chartered Mechanical Engineer He moved to the UK from his native Ireland in 1995 and lives with his family in Chester.

Craig Palmer

He specializes in brining new services and technologies to market and understating how these fit within existing business models.

He has written extensively on the development of customer contact and on the impact of Social Media on both customer care and business sales and marketing.

Mark Michelson

Mark has extensive experience conducting qualitative research around the world designing customer experiences, products and communications for some of the worlds’ most respected brands including Coca-Cola, McDonald’s, Walmart Stores, Sears, Target Stores, General Motors, Ford, Hewlett-Packard, Microsoft, GSK, Eli Lilly, Wrigley and more.

Upon graduating from the University of Georgia in 1984, Mark founded Michelson & Associates, Inc. based in Atlanta, Georgia to provide customized research services for companies whose business depends on understanding their customers and prospects. He sold this business in 2003 and has since focused on qualitative research and consulting. He recently served as a Vice President with Synovate Qualitative.

Mark is the co-founder and 1st President of the Mystery Shopping Providers Association and currently serves on the Global Board for MSPA. Mark is also former member of the board of The Qualitative Research Consultants Association, Marketing Research Association, and American Marketing Association. Mark is an active speaker at universities, trade shows and conferences across the world.

John McKechie

As Vice President of Customer & Sales Service for Stora Enso, a leading global paper, packaging and forest products group with a turnover of EUR 8 billion, John is currently implementing a Global and Group-wide customer feedback and business improvement programme based on the Net Promoter Score® concept.

The programme continuously collates and analyses customer feedback from 5000 customers across more than 80 countries and 23 languages combining the data with operational and financial systems to provide a closed loop system which enables continuous improvement in business processes and ultimately customer satisfaction.

Terri Bailey

Terri is passionate about developing people and has most recently worked in partnership with Mary Gober International on a customer service and Company Values initiative which resulted in them winning a National Training Award for Partnership and Collaboration.

Terri has travelled extensively whilst working for holiday companies and spent over a year in the US. She loves travelling, reading and has a keen interest in martial art weapons taught her by her father from a very young age. Although she has less time to practice these days she still enjoys the art.

Terri is married with 2 small boys who keep her very busy when she’s not in the office!

John Hughes

In 1996, John successfully led Birmingham Midshires Building Society to overall success in the Unisys Management Today Service Excellence awards. From 1998 to 2006 he continued his association with the Awards as an lead-assessor. Following the withdrawal of Unisys as the main sponsor in 2006, John and CSN became part owners of the replacement programme “the Customer Experience Accreditation and Awards” which is published in Sunday Times. John is also BQF/EFQM trained assessor and a guest lecturer at Warwick Business school. In 2007 he was awarded an outstanding teacher award in recognition of excellent teaching to the Warwick MBA programme. John is a member of the Institute of Management, Institute of Business Consultancy, Institute of Customer Service and as well as a regular conference speaker.

Tim Hughes

Prior to joining Dwr Cymru, Tim spent twenty years within the Financial Services industry where he had a track record of developing and delivering award winning/market leading customer experiences, improving revenue and reducing costs

Gina Debogovich

Warren Buckley

David Tarrant

Francois Ozrovech

Francois has been the business sponsor of the customer experience efforts over the last 3 years and have lead the transformation to voice of the customer focus within the executive team.

Chantel Botha

Chantel’s 18 years work experience includes fulfilling roles from general management, lecturing, consulting, training, project and programme management. She holds a B.Sc. degree in Business Economics and Mathematics.

Brian Triptree

Nick Iles

Manish Sinah

Prior to joining Yahoo!, Sinha was the CIO for Microsoft’s World Wide Customer Service and Support Organization (CSS). There he was responsible for all Systems, Processes and Tools related to CSS. Before that, Sinha was the Managing Director of the Asia Pacific region based in Singapore and covering Korea, China, Southeast Asia, Singapore, India, Australia and New Zealand. He also set up Microsoft’s Global Technical Support Center in Bangalore, India growing the team from 1 to 1500 Support Engineers in a span of three years.

Sinha has published a variety of international publications and is on the Board of Directors for two companies headquartered in the Bay Area. Sinha has successfully worked with government agencies in Asia and organizations such as SSPA, NASSCOM, CII and IDA/WDA (Singapore) to create new Technical Support and Customer Advocacy forums. His experience covers the complete life cycle of IT products and services including Product Development, Technical Sales, Sales and Marketing, Solution Selling, Consulting Services, Line Of Business (LOB) Application, Customer Service and Technical Support.

Nick Sellers

James Westlake

Keith Schorah

Patrick Hargreaves

He's experienced in change management, leading teams and developing and delivering customer experience strategy.

Following a change programme last year he's working with a team of colleagues encouraging and developing engagement with the new company vision. In the last 12 months they've made progress and look forward to some significant but exiting water industry challenges in the next 12 months.

Annette Rowe

Derek Brown

During his time in the software industry Derek has built strong leadership and interpersonal skills that involve and stimulate both customers and colleagues using a team-based culture built upon accountability, performance and achievement. Derek is based in London and is responsible for all Vovici’s sales and business operations in the EMEA region. Areas of oversight include new business development, channel partner acquisition & management, and customer retention.

John Boxer

1. He has been a Chelsea fan since I first saw them play Leeds United in 1971 2. He is also a very keen rugby fan 3. John says that he play golf and cricket badly 4. He considers himself to be an improving landscape photographer 5. John has been "run over " by an aircraft 6. He once played football at the Luton Town FC 7. He has been part of a pit crew on a Williams F1 Car 8. His wife has a railway locomotive named after her 9. He enjoys cycling in the parks and on the river close to his home 10. His family is the centre of his life