Enghouse Interactive Customer Experience Event – Speakers

This year’s Speaker line up brings together household names including Sainsbury’s, GSK and Ringo along with industry leading analysts including Richard Snow and Martin Hill-Wilson who will share best practice and experience in the age of digital communication.

Keynote Speakers

Clare Muscutt

Head of Customer Experience, Sainsbury’s

Clare started at the grass roots of service, working on ‘the shop floor’ before beginning her career as a graduate in hospitality following completion of her degree and masters in Marketing from the University of Birmingham. She went on to hold a number of senior roles in Marketing, Customer Service, Customer Experience, strategy and proposition within FTSE 100 UK and Global companies. Recognised as a leading expert in her field, Muscutt has won numerous awards including UK Professional of the Year, endorsing her for forward thinking approach to customer experience and impressive commercial results.

Ian Woolner

Partner Development Manager, Microsoft

During his six years at Microsoft Ian has worked in new business sales, account management, product management and partner development. Ian thoroughly enjoys customer and partner engagements and exploring how Digital Transformation drives better end customer engagements and optimises operational efficiency. Prior to Microsoft Ian held positions with established IP Telephony and Unified Communications vendors, technology start-ups and partners, defining and executing go-to-market strategies. Ian’s broad experience makes Ian an insightful presenter who clearly enjoys his subject matter.

Anne Snelson

Head of Marketing, RingGo

Anne’s wealth of experience in the parking industry spans over 25 years’ working for household names such as the Automobile Association and Vodafone. During her time at Vodafone Anne was involved in the UK’s very first phone parking solution, a joint venture trial with Ericsson. Anne now heads up the Marketing Department at Cobalt Telephone Technologies and provides a comprehensive range of marketing and communications support to RingGo, the UK’s leading phone parking brand. During this period, RingGo has won four awards for marketing at the annual British Parking Awards.

Sally Astbury

Head of Product – Contact Centres, GSK

Sally has over 20 years’ experience of designing, refining and implementing contact centres solutions, most recently at leading pharmaceutical company GlaxoSmithKline (GSK). Here, Sally has the enormous task of defining a global contact centre strategy which meets the varying needs of the business whilst ensuring that solutions are not over engineered as ‘one size does not fit all’. Her experience of balancing customer needs, cost, innovation and technical delivery are instrumental to delivering customer service excellence across GSK’s leading brands.

Jonty Pearce

Editor, Call Centre Helper

Jonty Pearce is the Editor of Call Centre Helper. He first walked into a Call Centre in 1990 and has been hooked ever since. Jonty is widely recognised as one of the leading figures in the Contact Centre industry and under his editorial guidance has built up the readership of Call Centre Helper to around 200,000 readers per month. Jonty has often appeared on TV, BBC Radio and in the press. Matt Rudd of the Sunday Times even named a law after him – ‘The Law of Jonty’.

Jasbir Singh

Managing Director, The Direct Travel Team

Jasbir has over twenty-five years’ experience within the Contact Centre Industry in the UK and within Europe. He has held roles as Marketing Director for over fifteen of these years. Now MD at The Direct Travel Team, Jasbir’s aim is to deliver the very best customer experience to his clients. The Direct Travel Team have worked on everything from property and holiday promotion to operating an 18-month political campaign for the Conservative Party. For their hard work and contribution to the Conservative landslide victory, Jasbir received a hand written letter from the Prime Minister David Cameron thanking them for their hard work.

Mark Verrier

Head of IT, Dimensions UK

Mark is an MBA qualified senior IT leader that has been at Dimensions for 3 years to help with the transformation of their organisation. With expertise in strategic planning and execution Mark has helped transform Dimensions from an organisation can focus the maximum amount of time on making a massive difference to the people we support. Mark is part of Dimensions Executive Team that helped create Dimensions 2020 Strategy and is now involved in the execution of Dimensions strategic plan. Mark has previously worked at Civil Nuclear Constabulary and Computacentre

Gavin Rogerson

Planning Manager, HomeGroup

Gavin started as a contact centre advisor over 12 years ago and progressed his career within the contact centre industry working for some of the major financial and utility companies  Today with a degree in Customer Contact and Planning he leads the Resource Planning function for Homegroup who is one of the UK largest social housing organisations. Recognised as a specialist in his field, Gavin’s current role focuses on supporting operational areas for optimum customer contact and interaction across digital and self-service channels.

Dr Nicola Millard

Head of Customer Insight & Futures, BT

Dr Nicola J. Millard is Head of Customer Insight and Futures in BT’s Global Innovation team. Responsible for thought leadership, Nicola performs extensive research on consumer behaviour, contact centres and the future of work, anticipating what might be lying around the corner for both consumers and organisations. Along with her research, writing blogs, articles and whitepapers, Nicola has also done a TED talk on people’s acceptance and rejection of technologies and has made numerous appearances on TV and Radio for the BBC, Channel 4. On top of this, Nicola travels around the world keynoting at conferences and running workshops with an assortment of BT’s global clients.

Richard Snow

VP & Research Director, Ventana Research

Richard leads a research practice, which is dedicated to helping organisations improve customer interaction handling. He conducts research into the people, process, information and technology issues behind customer operations management, contact centre management, and customer experience management. Richard has worked in management and consulting leadership positions with Price Waterhouse, Sema Group and Valoris. He has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialised in delivering multi-channel contact centres for organisations in both the public and private sectors. As an industry veteran with more than 30 years experience, Richard can be found on Twitter at @rjsnowvr, or on LinkedIn.

Martin Hill-Wilson

Founder, Brainfood Consulting

Martin Hill-Wilson, founder of Brainfood Consulting, has a long-standing track record in customer engagement strategy. Martin’s career has spanned the contact centre evolution, which started at Merchants Group in 1980, later taking over the role of CEO, and is now an international keynote speaker and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and coauthor of “Delivering Effective Social Customer Service”. Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – the only way to thrive in a digital economy.

Speakers – Partners

Barry Langmaid

Commercial Manager Enghouse, Westcon

With over 8 years of working with Westcon, Barry initially came on board developing the Avaya IP office business and growing the internal team through new business sales and account management. Through Partner engagement Barry succeeded to an external role dealing with many of the leading IP Office reseller community including the likes of Britannic, Alternative Networks and Connect Managed to say a few. With more and more integration with Microsoft, Barry enjoyed dealing with many of the other vendors that made up Westcon’s Eco-system around Microsoft including Enghouse. So now many presentations and discussions are to partners that wish to adopt a Microsoft Strategy, including how to onboard other vendors into a traditional PBX environment as well as Skype for Business.

Nick Palmer

UK Head of Professional Services, ScanSource

Nick Palmer has been in the communications industry for over 20 years, with a strong focus on delivering advanced video and audio conferencing solutions into the VC & AV channels. With a business background including sales, marketing and technical, Nick has been instrumental in designing and promoting MyWorld, our unique Skype For Business partner program.

Robin Bortz

Business Development Manager, Voice Biometrics – EMEA – Nuance

Robin Bortz is the Nuance Voice Biometrics Business Development Manager and Product Expert for Europe, Middle East and Africa at Nuance Communications and has extensive experience in promoting advanced and innovative technologies to global markets. He was previously part of the PerSay team that was acquired by Nuance. In his current position, Robin focuses on supporting both partners and customers in the region, with technical knowledge as well as market insights and trends together with information on successful deployments, allowing customers to realize the potential of cost savings, the power of combating fraud and enhancing security as well as the value of creating great user experiences.

Karl Roberts

Director of Contact Centre Propositions, GCI

Karl heads up Contact Centre propositions for GCI, and has been involved with Voice Communication and Customer Experience technologies for 25 years. Karl has helped digitally transform some of the largest Cloud Contact CX platforms in Government, including HMRC. He has also pioneered ideas around intelligent meta-bot interactive assistants using Echo and Skype as a personal tax assistant. Karl helps customers transform their customer engagement through smart use of technology that enhances the end customer experience. Karl is an Industry leader in Cognitive AI and helping customers achieve digital transformations through cloud and agile services

Richard Pennington

Managing Director, 4net Technologies

Richard has over 17 years proven experience leading successful teams and businesses in highly competitive markets. Richard founded 4net Technologies in 2005, with 3 other directors, and over the past 11 years under his leadership, the company has seen average year-on-year growth of over 40% to deliver revenues of approximately £13 million and a 99% customer retention rate. Their innovation and customer service has helped them to become the chosen partner of many organisations across both public and private sector. Richard believes that the company success has been achieved through building and sustaining a highly-skilled, motivated team in a stable, happy working environment with a relentless focus on customer service.

Daniel Jagtiani

Director of Sales, 5i

Daniel has over ten years’ experience in the communications industry. In his current role, he manages a mix of Cisco Collaboration solutions to help provide companies with greater team communication and efficiency. Daniel has worked with a variety of businesses to demonstrate the latest technologies that improve communications with cost effectiveness, increased differentiation and gained revenue.

Speakers – Enghouse Interactive

Jeremy Payne

International VP Marketing, Enghouse Interactive

Jeremy has over two decades of distinguished experience in the software and services industry and has worked as a marketing leader within several blue chip corporates across the globe. In his current role as VP International Marketing at Enghouse Interactive, Jeremy is responsible for the commercialisation of the company’s four key solutions across Europe Middle East and Africa. He is an expert in Customer Relationship and Interaction Management, as well as Business Process Improvement and Social CRM and has travelled globally presenting on the key trends in these areas.

Andy Clune

VP Sales & Business Development EMEA – Enghouse Interactive

Andy has experience in the Telecom and Contact Centre industry spanning more than three decades in roles based domestically and internationally, covering construction, installation and maintenance to technology consulting, sales and executive management. Together with a cloud-oriented global sales organisation, Andy is responsible for delivering success into diverse contact centre market segments, focused on the development of distinct and branded hosted CC propositions, and supporting the growth programs established by a network of Telco’s and Communication Service Providers.

Simon Adnett

Account Director, Enghouse Interactive

A solutions sales specialist with over 15 years’ in the industry, Simon has experience in enterprise transformation projects including such areas as; Customer Interaction Management, Customer Experience improvement, Contact Management, Quality Management and Workforce Management. Having worked closely with organisations ranging from the likes of GE Capital and Merck to several UK Police Forces and even The World Bank, Simon has a wealth of experience in helping businesses change the way they interact, both internally and with their customers.

Niels S Richthof

Senior Solutions Delivery Specialist, Enghouse Interactive

A senior solutions delivery specialist with over 15 years’ experience in predictive dialling, vocal coaching and real-time speech analytics, Niels experience goes down to grass root levels. Involved in the development of outbound predictive dialler from its first release and ensuring it meets stringent OFCOM regulations, Niels now works at the coalface working with household names including Worldpay, Payzone, Verizon and Deutsche Telekom to deliver award-winning solutions to improve the daily lives of employees and the customer experience.

Anthony Stephenson

Product Director, Enghouse Interactive

Anthony has over 20 years’ experience in the computer to human integration industry, with a specialized focus in Unified Communications. Starting out at Computer Vision developing applications such as Car Number Plate recognition software and vision based, fault finding applications for the manufacturing industry, Anthony now heads up Product Management at Enghouse for CTI Connect and Communications Portal. Having worked with leading brands including GE Capital, Nestle and Affinion, Anthony’s  wealth of experience and passion for CTI and Artificial Intelligence continues to drive product innovation to meet the demands of today’s digital customer.

Gavin Pickets

European Channel Director, Enghouse Interactive

A European channel director with twenty years of experience, Gavin has helped businesses achieve effortless customer service by enabling systems to communicate seamlessly through computer telephony integration. Having worked closely with leading Telco’s, Channel Partners and End User organisations including TeliaSonera, Swisscom, Dimension Data, EasyJet and Western Power, Gavin has an in-depth knowledge of the contact centre market with particular focus on self-service applications and telephony integration.

Kieran Mullins

Channel Account Director, Enghouse Interactive

Kieran has worked in telecommunications channel management and direct sales for nearly 20 years, with a major part of that time focussing on reporting and analytics solutions. Latterly, he has worked closely with companies within the finance sector, delivering market leading solutions to fulfil ever-expanding needs for business information relating to trader activity, cost management and compliance. Working with organisations as diverse as global MNCs through to single-office SMEs, Kieran works hard to find the ideal solution to match the clients’ requirements.