Jason Wright has many years experience as a senior manager, trainer and coach. He has managed teams of differing sizes and disciplines in various parts of the UK, and currently leads a team of over 300 staff in the financial sector. He is the author of "Making Sense of Performance Management", a book that offers guidance on the best way to create a high-performance environment in any business.
A marketer with over 16 years experience in the retail sector, Mark’s career started when he set-up his own PR agency at the age of 18. He then moved into the hotel sector, helping to create the Corus hotel brand. Mark then moved to Hilton Hotels where he became their youngest Regional Marketing Director where he developed partnerships with British Airways, House of Fraser and Virgin Trains to name but a few. He was then head-hunted to become the Marketing Director of 640 hotels and pubs under the Swallow brand, growing their internet business from £2m to £6m in 12 months. He then moved to Virgin Active where he overhauled the marketing operation to increase online sales by 23% and overall sales by 14%. He was then head-hunted to drive the commercial activities of Nationwide Autocentre, with responsibility for customer acquisition and retention, new products, partnerships and channel management, contributing to a 10% increase in profit in his first year.
The focus of Abigail’s role as Customer & Partner Experience director is about listening to and understanding the needs and feedback of Microsoft’s customers and partners and ensuring that Microsoft’s strategies continuously take account of this intelligence.
Prior to this role Abigail was responsible for Partner strategy across the EMEA region for the Information Worker Business Group within Microsoft. Before joining Microsoft in 2004 her experiences include working for; an international marketing consultancy, a Microsoft Partner organisation and a UK Financial Services organisation. Her background includes roles across marketing, sales, consulting and customer services. Abigail completed her MBA in 2004 and has worked in the Middle East as well as the UK.
She is also a non-executive Director of the British Quality Foundation
Through engaging keynotes, interactive workshops and inspired consulting,Mike Wittenstein helps clients and audiences create memorable, profitable customer experiences.
Mike is known for his chameleon-like ability to align with each client’s culture and is adept at working with all levels of an organization. They rely on him to think way “outside the box” and discover breakthrough solutions that are easy to understand and implement.
For more than two decades, Mike has worked on the front line leading change and innovation initiatives for hundreds of hospitality, retail and service firms like Holiday Inn, McDonald’s, Best Buy and Conner Partners. Fluent in four languages, he skillfully translates an organization’s intent into a plan everyone can endorse. Mike’s keen observational skills and articulate feedback give clients the equivalent of a front-row seat at their own company’s experience.
Mike earned his MBA from the Thunderbird School of Global Management. As an e-Visionary at IBM, he launched the company's first global experience design consulting practice. Mike was the cofounder and CEO of Galileo, a technology communications company nationally recognized for innovation and creativity. He is the author of the upcoming book, "Go Away! How to Stop Company Processes from Dictating Your Customer's Experience." Mike's strategy studio is Storyminers, where companies find and become their story.
In 10 years, Zappos.com has grown from a startup to a business that had more than $1 billion in gross merchandise sales in 2008. It is known for its focus on "Wow" customer service and in 2009 has been recognized on Fortune's Best 100 Companies to Work For List, Fast Company's 50 Most Innovative Companies and Business Week's Top 25 Customer Service Champs. In this session, you will learn how a culture was built based on committable core values and how it continues to evolve to stay relevant to its employees and customers.
During this closing keynote, you will learn how to:
* Define your company's core values
* The power of customer service and word-of-mouth marketing
* Why your culture and your brand are two sides of the same coin
* How to hire for culture fit
* How to train and retain employees in your culture
Moira Clark is Professor of Strategic Marketing at Henley Business School as well as Director of Enterprise and Applied Research and Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and European companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. She has published widely on this subject and is co-author of Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation.
Moira is also a judge for the prestigious Sunday Times Customer Experience Awards. Her book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence. She is a frequent keynote speaker at many public and in- company seminars and conferences around the world. Moira joined Henley from Cranfield School of Management in 2005. Prior to her academic career, Moira was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International
Osman Khan, has over a decade of experience working with companies to improve their business performance. His main areas of expertise are in Customer Experience Management, Customer Loyalty and Satisfaction, Emotional Attachment and Strategic Marketing. He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team.
His past experience include working as a Marketing Director at MagicEast, a high-tech IT firm, consulting for multinational mobile operators from Europe and the Middle East, as well as helping firms within the UK in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.
Osman has an MBA, and a PhD in Marketing (Bradford). Currently he is working as a Senior Lecturer at the Royal Docks Business School, at UEL. He has recently published three books on CEM, and Customer Loyalty at the European Centre for Best Practice Management. Moreover, he is actively engaged in conducting research and consulting work in the areas of CEM and Emotional Loyalty Management.
Bev is responsible for driving operational best practice through the contact centre operations. Her key focus is on driving operational improvements and the introduction of new initiatives that improve customer satisfaction and loyalty.
Bev has had a varied career with British Gas, spanning 11 years including Operations Manager roles, strategic project roles and more recently the Site Support role. This role sat across the 1200 seat operation and managed a number of key activities such as Recruitment, Retention, Health & Safety and Environment, and the Employee Engagement strategy.
Bev holds a LLB Hons Law Degree and LPC solicitor's exams qualification.
Bev is married with one daughter and lives in South Wales.
Dr Valerie Bram is Director of T2 (UK) Ltd, an international consultancy company in London.
For the past 20 years, she has been heavily involved in Psycho-Linguistic projects for both the public and private sectors, specifically: banking and financial services, manufactures, utilities and the transport and leisure industry.
She has also worked for the British Government Know-How Fund, EU Phare / Tacis Aid programmes and the Government of Trinidad and Tobago.
Her professional activities have taken her to Africa, Asia, Canada, Eastern & Central Europe, the Caribbean and the USA.
Aggreko inspires confidence in their customers worldwide with their rental energy solutions. Part of the reason Aggreko is able to do this is their innovative use of Net Promoter® and customer feedback throughout their global company. Simon leads the Net Promoter strategy and initiative at Aggreko, and continues to evolve Aggreko's use of customer loyalty in all aspects of the business. Aggreko provides rental power generators and temperature control equipment to companies around the world. They help their customers increase profits by creating opportunities, solving problems and reducing risk using their unique network of global locations, equipment and technical services.
Naomi is a senior director at Satmetrix. She leads the consulting offering for Satmetrix clients in EMEA. Naomi has 13 years’ experience in advising blue chip companies on how to become more customer centric and drive value from better customer relationships. Prior to joining Satmetrix, Naomi established and led Accenture’s loyalty consulting practice and is a published thought leader and conference speaker. Naomi has overseen a diverse range of business improvement programmes ranging from embedding strategic segmentation to establishing a single view of customer as a foundation for understanding and improving the customer experience. She holds a Bachelor of Science (Hons) degree in Computer Sciences from the University of Ulster.
Responsible for driving a programme of continuous measurement and improvement under the Customer 1st banner. Recruited into Shop Direct Group (SDG) 4 years ago to assist in the deployment of Six Sigma and Lean methodologies, Ian is a certified Master Black Belt. Prior to joining SDG, Ian's was involvement in business improvement spans a ten year period at Brakes Foodservice, Liberata, GE Reinsurance and GE Commercial Finance.
Responsible for Shop Direct Contact Centres. Previously holding a number of different operational management and six sigma roles at O2, Zurich Financial Services and GE Capital, Chris has responsibility for improving the customer experience at SDG across 7 contact centres employing over 3000 advisors.
Alan has built audience and engagement in tourism for over ten years and held a senior management position at Dundee Science Centre for five years.
With responsibility for all Leisure, Corporate, Commercial and Education marketing at both Dundee Science Centre and Stratosphere Science Centre in Aberdeen Alan’s social media and PR work represent the front end of the visitor experience. Alan is also an Associate Member of Chartered Institute of Marketing and an active Committee Member of the Tayside Branch.
After taking a degree in Modern Languages at Oxford, John Bunyard decided to become one of the 'hidden persuaders' in the advertising industry. Despite persisting for 15 years, he never really got it. Apart from appearing a generally inefficient way of selling things, it used to consist in selecting slightly misleading product 'truths' in an attempt to persuade, and nowadays aims to create these things called 'brands' that by definition are at one step from reality. This basically mendacious approach seemed to him to be at odds with human nature: even if adept liars, we dislike being lied to. In 1992, he proposed an alternative model based on the principle of telling the absolute truth and, critically, getting people to verify it for themselves. The tool he used to do this on a large scale, called 'FAST marketing', was hugely successful and yielded reams of comparative evidence. This in turn brought him into contact with plenty of neuroscientific literature and expertise that bears out the importance of demonstrable honesty. In 2005 he co-founded the Newcomen Group of scientists and business professionals that aims to explore such ideas and propagate their use in business and public life.
Gary Schwartz, SVP Marketing at Confirmit, has over 20 years experience in marketing, creating product, and promoting brands in the medical imaging and enterprise software industries. His fundamental understanding of the technology together with his customer-facing experience has enabled Schwartz to act as a bridge between the development of a product and its marketing and promotion.
At Confirmit, Schwartz is responsible for all Marketing activities, ultimately increasing the generation of profitable leads to the business. Specific areas of focus include all Confirmit.com web properties, email campaigns, PR activity and Product Marketing. Schwartz is leading the business into social media marketing.
Prior to Confirmit, Schwartz was Managing Director of Informative UK, in which he led his team to sell and deploy projects for the BBC, Royal Mail, Egg, Lockheed Martin and Mars.
Previously he was co-Founder and VP Marketing for bluparc, a software vendor that developed real-time CRM technology, and Global Finance Product Manager for Strategy.com, a subsidiary of MicroStrategy, where he managed bids of over $5M to banks and brokerages throughout Europe. He has also served as Strategic Planning Manager for 4CAST, a provider of market analysis to currency traders, and as Product Manager for Toshiba America Medical Systems.
I have over 20 years experience in customer service management. I have crossed a range of business sectors over my career, from contracting, manufacturing, outsourcing & consultancy, IT and Finance with businesses such as SCA, Amey, Galileo, Visa and Volkswagen.
My passion for customer service makes me an uncompromising operator. I abhor “job’s worth” or timid customer service where businesses hide behind processes and rules. I am motivated to be the best, to break new ground and deliver exceptional results. I love change and transformation – the dynamics and thrill of designing and implementing a new idea, of changing an established norm or exciting a group of people to change their approach.
Currently, I am engaged on a journey with Volkswagen that brings together some of my core values and tests them in a traditional service environment where the end user customer engages through a third party partner; the dealership.
Sarah Hobday is a Senior Manager for Prudential UK & Europe and is a highly experienced consultant with specialist skills in customer value creation, customer experience management and strategy alignment.
For the past 8 years Sarah has worked across the Prudential in a variety of roles with the key driver being the need for the organisation to be more customer centric through driving value from better customer relationships.
Her past experience includes working in a variety of roles including marketing, sales and consulting at Cap Gemini in the UK, Europe and Asia. She has experience of working in a number of different sectors including Energy and Utilities, Life Sciences, Consumer Products and Retail Distribution.
Sarah is married with two young children and lives in Hampshire. She enjoys travelling having spent her working life and her growing up years in Asia. When she has a spare moment she enjoys swimming and nice wine.
Amanda Marko is Head of Customer Experience for Prudential UK & Europe and has specialised in customer experience management for over 7 years helping Prudential define and deliver it’s customer experience strategy, including substantial work on employee engagement.
Amanda has a first class honours degree in Business, Management and Marketing and has worked in the Financial Services industry for almost 14 years having previously worked with Lloyds TSB before joining Prudential in 1999.
In her spare time Amanda enjoys travel, playing tennis, keeping fit and supporting the Scotland Rugby Team.
Cilla McKay is the Head of Private Sector Consulting for LSN Learning and is a highly experienced consultant with specialist skills in Transformational leadership, engagement and communication. Her philosophy is that continuing development of the effectiveness of all sales, service and leadership teams is a key factor in delivering success. Her particular skill is in developing consultancy propositions to provide Leadership, marketing and sales teams with the skills and direction needed to achieve defined business goals and to measure a very tangible Return on Investment.
Cilla currently provides training and consultancy for both large corporate organisations and small specialist teams. This experience has been gained from the areas of financial services, commerce, local government, service and utilities. Cilla sees her skill as being able to gain a clear understanding of the Client’s current position and then working in conjunction with internal targets and strategies to develop ongoing first class performance and measurable results. She provides consulting support to enhance business processes and ensure that the people development programme reaches the required ROI.
Synonymous with superior customer service, Mary Gober is an engaging personality who will fire you up as she helps you understand how her proven 'Gober Method'™ will change the world of customer service in your organisation. As an advisor to executives in the world’s leading organisations, and as a speaker, trainer and leading edge consultant, Mary Gober will openly share with you a professional lifetime of insights to generate more success for you, your people and your organisation to drive increased business results.
Royston Guest is an internationally renowned business strategist and speaker, specialising in growing businesses and unlocking people potential.
Driving sustainable business growth fast and unlocking the real potential of individuals, are Royston’s two professional missions in life.
His fresh, passionate, results driven style challenges the status quo of both companies and individuals alike. He leaves them inspired, motivated, and energised with ‘real world’ ideas, strategies, and methods to achieve their goals – offering genuine competitive edge, critical in today’s environment.
As well as being an accomplished advisor, consultant and executive coach, he is also an acclaimed conference speaker and regular writer.
Invited to over 76 events last year, he inspired some 21,000 people with his ‘fun with a serious intent’ approach sharing real life stories and practical, down-to-earth tips and techniques for increased success.
As well as writing a fortnightly ezine, read by people in 37 countries, he is the author of:
- Are Your Customers Slipping Silently out the Back Door of your Business? - Training ReDefined™ – How to unlock the REAL potential of your people. And… - The Book, CD & DVD Programme – How to Turn Your Customers into your Sales Force.
He established Pti Worldwide 6 years ago and works with his team to maximise the financial and personal growth that both businesses – their leaders and managers – and individuals can achieve.
This unrivalled approach, developed whilst working with over 1200 companies including 16% from the FTSE 100, gives his clients a unique edge.
Royston has made the most of his 20 year career to date gaining both a breadth but also importantly a depth of ‘hands on’ business experience.
He started out in the construction industry working for HBG (Higgs & Hill) and was soon head hunted by Balfour Beatty. Balfour recognised his broader business acumen when they appointed him as a trouble-shooter on multi-million pound construction projects at the tender age of 24 – working in both the UK and the USA.
On his return to the UK Royston joined Jarvis working in business development on major PFI projects.
His first taste of the complex challenges faced in mergers and acquisitions came at Jarvis, working on the integration of some of the rail companies following privatisation.
His fascination with the broader challenges faced by businesses led to his move across to sales and business development at Hoogovens, now part of the Corus group. Royston was part of a team specialising in the successful integration of acquisitions into the main group.
Ultimately, this fascination led him to set up Pti Worldwide – his primary vehicle to deliver his mission of driving sustainable business growth fast… and unlocking the real potential of individuals.
Together with his central marketing team based in Oxford (UK), over twenty marketing and retail development staff and a network of more than 50 agencies across the EMEA region, Markus has built marketing frameworks that allow powerful, consistent and efficient brand delivery in multi market environments. His work of aligning market complexities with organizational and marketing (infra)structure has resulted in exemplary cross-market brand building, demand creation and efficient marketing implementation capabilities for Harley-Davidson.
His previous roles and professional experiences span a range of automotive Marketing, Sales and Retail Network Development positions. He has lived and worked both within and outside of the United Kingdom and is fluent in five languages.
Markus started his career in architecture. But rather than designing houses, he has put his planning skills to work in the area of marketing. Markus has complemented his education in architecture early on with a federal degree in Marketing Planning & Communications (Switzerland), a degree in International Project Management from the University of Berkeley (USA) as well as an MBA form the SAID Business School, University of Oxford (UK).
Markus is Swiss at heart, but lives since 2006 in Oxford with his wife and three young children. He enjoys skiing, a glass of good wine and generally never finds as much time as he would like to spend riding his Harley-Davidson Iron 883.
Kip is president of Knight Vision Marketing, Inc, which partners with Fortune 500 as well as start-up businesses to provide strategic marketing consulting services. Knight Vision has offices in Southern California as well as Silicon Valley.
He serves as the Dean of the US Marketing Communication College a pro bono organization that works with the U.S. State Department and other key USG agencies to teach senior level government executives and diplomats how to apply modern marketing strategies and best practices to enhance America’s image abroad.
Kip started his career in marketing research at Burke Marketing Research in Cincinnati, Ohio and over the past 30 years has worked in over 80 countries around the world. He spent 10 years in Brand Management at Procter and Gamble in charge of various brands such as Ivory Soap and well as working on the development and launch of various new food and beverage brands such as Olestra.
He worked for 10 years in PepsiCo’s international restaurant division where he served in a variety of marketing and general management roles, including General Manager of North Latin America as well as head of marketing for KFC International. Kip also served as Chief Marketing Officer for Taco Bell based in Southern California.
From 2002 until 2008, Kip worked at eBay, the world’s largest e-commerce site. He was vice-president of marketing for eBay, North America. He was also responsible for managing eBay Canada, the leading e-commerce site in Canada. He was the first head of International Marketing as well as serving as Regional Vice President for eBay International for Latin America, Australia and Taiwan.
Kip has been a featured speaker at numerous conferences, such as Business Week’s Global Brand Conference, the Association of National Advertisers Annual Conference, the Silicon Valley Technology Conference, the Global Innovation Summit in Dubai, The Economist Digital Forum, The American Marketing Association and HP’s Global Marketing Congress.
He’s actively involved as a Board member of C.E.O Women, a progressive non-profit in the Bay area dedicated to helping immigrant women start their own businesses.
He earned his B.S. degree from LSU in marketing and his MBA from the University of Cincinnati. He is married and has two sons.
Dean is an intellectual adventurer and scholar of the new world of work. He has an insatiable appetite for discovering how businesses can become more successful and increasingly contribute to society. His real gift is an ability to take complex information and present ideas in a way that makes them palatable. Dean acts as a translator between the scholarly world and the practical business world and is a sought after speaker and consultant. He is a co-founder of TomorrowToday International, a company that shows businesses how to succeed in the new world of work. He constantly engages with the world’s leading universities and business thought-leaders and at his laboratory Dean researches and analyses the evolving world of work sharing his insights with successful business leaders.
Dean worked in skunkworks and strategy departments for leading global companies. By the age of thirty he was Head of Group Strategy for AXA’s insurance business in Southern Africa. Dean was also a senior consultant on the McKinsey led team managing the largest financial services merger in South African corporate history.
Following the merger and completing an MBA from Henley Management College, Dean decided to do something typical of someone from his generation (Dean is a Generation Xer), he went off in search of a new adventure. He bought an around the world plane ticket and became an underwater photographer for a team researching Minke whales off the Great Barrier Reef and later undertook the gruelling task of cycling around Madagascar raising money for charity. In 2003 Dean moved to London and now lives in leafy village of Barnes.
Federico Cesconi is responsible for the development and implementation of customer and business insight best practices across Cablecom and UPC.
Cesconi started his activity in marketing analytics at one of Southern Switzerland's leading Internet Service Provider - Tinet SA - as Marketing Manager, being responsible for database marketing and data mining back in 1996.
He joined Cablecom Ticino in 2000 as Marketing Manager. In 2002 he moved into the headquarter in Zürich promoted as Head of Customer Information Management. He was appointed to his current position in September 2006.
In his actuual role he is responsible for both: business insights and the customer insights area. Cesconi and his team have won the North American Insight Award 2006 in Data Mining, the European Insight Award 2007, and the 1-to-1 Gartner Award 2008.
Federico Cesconi earned his PhD at the University of Milano. His Master in Business Administration at the University of Wales.
Brian Buege is the Head of Testing for BT Openreach and BT Group. Brian joined BT in 2007 after serving in the capacity of CIO at the Missouri University of Science and Technology (USA). Throughout his career, he has held a wide variety of technical leadership positions such as: head of information systems security for a major airline, independent consultant specializing in the design and deployment of large-scale, converged, enterprise technology architectures, and director of network and computing operations for a large university. He holds a Master of Science degree in Computer Science and has work-related or implementation experience in the Telecommunications, Financial Services, Transport, Healthcare, Defence, and Education sectors.
Paul Richmond leads the customer experience testing strategy for BT and also leads the BT Group test team. He graduated from the University of Nottingham with honours in science and management studies and joined BT in 1997 where he has had a variety of posts including network delivery, process design, and international service management. Paul was central to the rollout of the 21st Century Network as he managed the design, delivery and implementation of the intelligent core network. For the last year he has been focussing on BT customers’ experience and how this can be predicted to improve commercial decision making and service that our customers receive.
Favourite quote: "Labour to keep alive...that little spark of celestial fire, conscience." George Washington
Career - Founder & Managing Director of Funky Business, the first Romanian based experiential marketing agency; the vision of the agency was inspired from her previous experience in London as well as from one of her favorite books, “Funky Business” by Kjell Nordstrom & Jonas Ridderstrale - www.fb.ro
- Business Development Director for one of the top five European Live Communication Agencies, HPICM London (currently Fitch Live) - http://www.fitchlive.com/
- Co-editor for Romania at Style-Vision, an European agency specialized in trend analysis - www.style-vision.com/megatrend/
- Producer and presenter of Jobbing television show (Romanian Public Television, 2006-2007) - http://www.glamstudio.ro/jobbing.htm
Education - Graduate of ESA - Business School of Grenoble, with 2 majors in International Trade and Management of Information Systems
- Former Second grant at the International Contest of the Institute of Human Studies USA in history, philosophy, politics and economics, "IHS Claude R. Lambe Fellowship
- Participation at the IHS International Seminar of Princeton, USA
Jill is Client Services Director for Power Train (UK) Ltd. Power Train leads the way in delivering dynamic customer service performance programmes for frontline staff and their managers. Forget role-plays and training rooms. This is high impact and challenging. It's relevant and insightful. Above all it's proven to deliver results that stick. Our 'ActNatural' programmes have achieved across-the-board success for market leading organisations such as Virgin Atlantic, Mercedes-Benz, Visa Europe, British Gas, O2 and Virgin Trains. Jill has overall control of all client-facing activities: from initial contact, through sales negotiation, to assignment delivery. Her remit is to ensure that we deliver results and customer satisfaction every step of the way. Jill is a member of the Chartered Institute of Personnel and Development.
With over 10 years in the online space, Nicola has comprehensive and long standing multi-discipline experience as a specialist in online channel management, technology and marketing.
Working for some large well known brands such as National Car Rental, Disney and Microsoft, Nicola is now at Telefonica O2 UK Ltd, most recently as Head of Cultural Transformation with responsibility the culture and values transformation to ensure the delivery of an agile methodology throughout the company.
Peter was formerly MD Customer Operations of Virgin Media. He joined Comcast in 1995 as Sales & Marketing Director having previously held positions in Rentokil, Seagrams and Unilever. He was UK Sales Director at ntl and led the launch of Broadband which resulted in them becoming UK no. 1 provider. Upon joining ntl he pioneered focusing on gaining dominant market share from BT in cabled areas. His skill in building a sales machine whilst at the same time creating strategic product solutions resulted in ntl taking over 50% of BT’s customer base in cabled areas. Subsequently he also repeated the exercise when Broadband was launched in the UK as ntl became the largest Broadband provider in the UK.
In 2004 Peter became MD of COBI a newly formed division in ntl which was responsible for all aspects of customer operations with over 9,000 staff and an operating budget of £400m per annum. Peter managed the programme which consolidated over 30 separate contact centres operating on 11 different billing systems into 3 virtualised centres on one system. At the same time customer centricity and advocacy was adopted as a KPI within the business, resulting in ntl achieving the lowest recorded customer lapsed levels along with increased advocacy . During this time Peter reduced operating expense whilst simultaneously improving customer service and satisfaction levels.
Prior to leaving Virgin he was responsible for the merging of Telewest and ntl consumer operations into the Virgin group. During this time he was instrumental in the consolidation of UK cable into one single entity which created a $2 billion revenue business servicing over 5 million customers.
Since leaving Virgin Peter has an investment portfolio of businesses in a variety of sectors. Two years ago Peter formed The Growth Machine (TGM) a specialist consultancy which focuses on growing top line revenues for its clients. TGM develop strategic and tactical activity designed to increase leads, conversion, sales, revenue and customer advocacy across the whole spectrum of Sales & Marketing disciplines. They also conduct due diligence for a number of Private Equity companies.
Brian Koma is an accomplished research professional with deep domain knowledge of quantitative and qualitative research and technologies. He has pioneered new approaches that have enabled some of the world’s largest companies to improve customer loyalty and responsiveness through the innovative use of online feedback and social media. He is a frequent contributor to Vovici’s blog, and shares best practices with professionals across the industry through speaking engagements, white papers and web seminars.
An entrepreneur by background, Brian joined the company when Vovici acquired the market research firm he founded and operated for 10 years, Stratagem Marketing. Before Stratagem, Brian led the global marketing activities for Legent Corporation’s Enterprise Systems Management division, where he used innovative market research techniques to reposition more than 80 software products. He has also held management positions at The Genix Group and Burson-Marsteller.
Jeannie has a proven track record as a business builder and driver of change within a wide range of businesses. Jeannie was previously COO and then Managing Director of research consultancy, FreshMinds. Whilst MD, the agency won the Market Research Society 'Best Agency' award in 2006 & 2007 and the society’s 'Most innovative employer' award in 2006.
Prior to FreshMinds, Jeannie was a consultant at PA Consulting 1999-2003 where she worked on a number of assignments for a variety of organisations, including BP, Orange, BBC, the Department of Work and Pensions and London Underground.
Jeannie has a Masters in Civil and Environmental Engineering from Heriot-Watt University, Edinburgh (where she was also awarded the James Watt medal for academic achievement).
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