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Stuart Eames

Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British Grocer.

Having spent 16 years running supermarkets and understanding first hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading Retail innovation for Waitrose, having delivered over £5.5m savings to date.

Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. Recently recognised through the Employee Engagement Alliance Awards 2017. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

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Niall Ryan-Jones

Niall Ryan-Jones has worked in retail his entire career for various companies such as Primark, Debenhams, House of Fraser, Liberty and Harrods.

For the last 15 years Niall has worked specifically in the employee engagement space starting in internal communications, which later expanded to incorporate employee engagement and employer brand management.

In recent years his career has taken a new direction, which now sees him working as Head of Employee Experience at the world famous retailer, Harrods.

His role encompasses many employee touch points such as internal communications, benefits and recognition, corporate responsibility, corporate health, employee engagement and employer brand management.

Over the years Niall’s work has assisted transformation within the organisation to the point where Harrods has received numerous accreditations, such as being a ‘Best Company to Work For’,  ‘Top Employer ’ six years in a row, Accredited by Glassdoor and LinkedIn. In addition to this employee turnover is the lowest amongst its peers and employee engagement is at a healthy 80%. This has undoubtedly gone some way to enabling Harrods to deliver industry leading levels of service, sales and profit, over the last 10 years.

Niall’s ongoing focus is to ensure employees are equipped and inspired to deliver an exceptional customer experience, which is underpinned by an exceptional employee experience. This will enable Harrods to maintain its desired position to be the employer of choice within luxury retail.

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Heather Mustafa

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Lucy standing

I could tell you all the letters I have after my name or about the projects I’ve managed or clients I’ve had – but I don’t believe you care about any of that. If you are reading my profile (thank you) then I’d like this time to be more usefully employed.

I’m a business psychologist (same as occupational, organisational or industrial) which means you’d work with me if you believe your organisation could achieve more through its people – but maybe you aren’t quite sure how.

I’m also a social entrepreneur. Ideas are worth very little – and rather than fantasize, I like and get huge reward from making things work.

– I am very pragmatic. I always think about things from the point of view of ‘will that work in reality’? I’m not precious over how things have to be done – different organisations require different approaches.
– I’m not motivated by money. I give back, run a not for profit site and do my job because I love it – not because I need to.
– I’m direct and I don’t beat around the bush. I probably need to exorcise a little more tact at times.
– I am cognisant of my role – I’m not superior or precious. I won’t get irritated or stroppy if you don’t adopt everything I say, but I will challenge you.
– I have lots of energy to get things done and never miss a deadline.
– I provide a service, but relationships I have with clients or other peers are reciprocal: I respect them and they respect me.
– I believe happiness is overrated. I’d much rather be engaged and excited about something. Whatever happens I’m never bored. I make the most of things.
– I’m forever an optimist and try to see the good and positives in a situation. I play to my strengths and encourage others to do the same.

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Victoria Silverman

Victoria Silverman is a global engagement specialist who gets results by using visuals, words and ideas to inspire collaborative behaviours and to build the right culture for a business to succeed. Her background is in journalism, teaching and corporate storytelling. Until recently, Victoria led Thomson Reuters’ global employee engagement for Diversity & Inclusion and Corporate Responsibility, delivering record breaking, award-winning campaigns including: Women Who Rock! a celebration of women and the men who support them in the workplace; On Side With Pride, to support LGBTQ colleagues and programs; Steps to a Smaller Footprint, an energy efficiency drive that supported the reduction of $1 million in energy bills; and We4She – a month-long UN-related initiative to inspire male and female employees to mentor, coach or sponsor a woman or girl – which drew 49k views, likes, comments and 1k pledges among the company’s 50k-strong workforce in 100 countries. Her most recent campaign #dare2disrupt dares employees to live and love innovation at work.

She has also been communicator in chief for the London HR community, which was all about bringing people together, breaking down silos and sharing knowledge. Victoria has worked for Deloitte, ITV and the Government in editorial, corporate comms and change management roles. In her spare time, she is director of The Missing Manual Ltd and founder of the parenting online community BeTeenUs.com.

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Ian Naylor

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

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Cathy Brown

As director for Engage for Success, I have wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, I recognise the importance of values, good management practices, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.

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Paula Stannett

Paula was appointed to HR Director in January 2013. She has worked at Heathrow for 13 years, most recently as HR Director for our Airports Division and Support Services and previously as programme lead for Heathrow’s Winter Resilience. Paula has a strong record of engaging staff to successfully put in place organisational change and improvement.

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Sean Risebrow

As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013.  The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead.  Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.

Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme.  In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean is now Director of Customer Experience at BUPA.

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Helen Wilson

Twitter: @HelenWilson_CX

I’m about:

– Creating and building great client relationships
– Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it what you will
– Helping clients build even better customer and employee relationships – by understanding what they need to focus on, the impact of so doing, with the ultimate goal of improving business performance

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Mark Hillary

Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. In the past decade he published another dozen books exploring business strategies. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog.

www.markhillary.com

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Wally Brill

Previously a music producer in the US and UK, Wally’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide.

He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values.  As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. And now as Senior Persona Designer for Adecco at Google, he helps bring the future of persona for AI “home”.

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Dr. Melissa Hungerford

Dr. Melissa K. Hungerford is VP, Global Talent Management and Inclusion for Avon Products, Inc. Melissa has over 18 years of experience and a proven track record in designing and leading end-to-end talent management strategies with a focus on strengthening the leadership pipeline, creating an engaged and high performance culture and offering learning and OD solutions to support the business strategy.

Melissa has worked across a wide range of industries including retail with The Home Depot, pharmaceuticals with Bristol-Myers Squibb, lighting with Philips and fast moving consumer goods with The Coca-Cola Company and most recently with Coca-Cola European Partners, the largest Coca-Cola bottler in the world. She is an American ex-pat with global work experience, having lived in Turkey, The Netherlands and the UK.

Early in her career, Melissa worked in management consulting with Personnel Decisions International (PDI) and across a diverse spectrum of counselling settings. She earned her Ph.D. in Psychology with a specialty in organisation development from Georgia State University. Melissa resides in London with her husband and two children.

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Prof Moira Clark

Moira is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate about improving their customer experience. Moira helps members achieve this by:

> Identifying challenging issues that are inhibiting business performance
> Planning a research programme and a series of workshops to address these issues
> Leading the research programme and undertaking specific research projects
> Sharing insight and thought-leadership developed over 25 years of working with a wide variety of
industries

Moira consults for a number of leading UK and international companies and am a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.

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Tracey Shirtcliff

I’ve always been passionate about business and starting things. I’m entrepreneurial to my core. I’ve started my own creative agency, computer software company and now a data technology business.

I also love to help other people deliver on their visions. I’m a believer in a great idea and a creator of an action plan.

I’ve worked in a number of great businesses and enjoy the challenge of the journey. I think great products and award winning service is an invaluable combination for any business. It should be at the heart of what you strive for.

When I’m not working I like sunshine, Scuba Diving, and enjoying my Children. With them its never a dull day.

Specialties: Business Start-ups, Marketing, Running Creative businesses, Technology, Consulting, Investing, Idea development and Strategy, Agency Management, Benchmarking, Data.

Some of the Awards that I’m proud of:

2008: Queens Award for Enterprise & Innovation
2008: Business Driver of the Year in Europe
2006: Short-listed: MacWorld Editor’s Choice Award
2005: 5/5 review from MacWorld for Traffic
2004: MacWorld Developer of the Year Award
2004: 5/5 review from MacUser forTraffic Software

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Kim Ratcliffe

Leading the end to end customer experience including strategic design and delivery and full customer journey operational ownership. Leading customer operations for Connected Home, responsible for delivering new home technology and innovation for the energy and smart home market. Heading up change management, business readiness, business engagement, customer experience and customer service.

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Martin Hill-Wilson

I’m a customer engagement and a ‘beyond silos’ strategist. I am also an author, international keynote speaker and chair. Working under my own brand, Brainfood Consulting, I deliver a range of master classes and interventions.

Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All targeted at delivering disruptive service innovation.

I’m is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.

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Mike Gibney

Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising.  During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.

Michael joined the NHS in 2009 following a successful career in local government and the third sector.   This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities.  Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.

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Nupur Mallick

Nupur has been with Tata Consultancy Services (TCS) for 17 years and in December 2005 she was appointed HR Director for UK & Ireland. In this role Nupur is responsible for the end to end HR function for over 10,000 employees from 39 nationalities.

Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence, retaining and developing talent and structuring compensation & benefits.

Her excellent people and change management skills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the ‘Investor in People’ certification with Gold status and awarded Britain’s top employers by CRI for four consecutive years.

Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achieved the platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index.

Prior to this role, Nupur was HR Head for TCS Mumbai. She was responsible for driving performance oriented culture, establishing world class induction process, career and succession planning and employee engagement.

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Katherine Bassey

Experienced organisational development practitioner with background in engagement, leadership and management development to improve organisational performance. Inclusive and astute, with the tenacity to drive sustainable change within large, multi-faceted organisations.

Fellow ILM, Chartered Fellow CIPD, affiliate European Mentoring & Coaching Council, MBTI licensed, judge – CIPD’s People Management Awards and NAS London Apprenticeship Awards – former Executive Chair for Greater London of National Training Awards, Chair of Trustees Relate London South East.

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Jessica Lilley, Reward Gateway

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Jonathan Bunn, MetLife

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TalkTalk

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Virgin Media

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Bat out of Hell (the Musical)

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Wolseley

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Northumbrian Water

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The University of Sheffield

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EDF Energy

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Travelzoo

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Hafod

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John Lewis

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Deutsche Bank

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Wickes