Engage on the Road UK

Bol is the largest online shopping platform of the Netherlands and Belgium and the most well-known brand in its market. In its 25 years in existence, it has disrupted traditional retail and has grown from a small start up to a €5.5 billion revenue enterprise. A highly experienced digital strategist and CX expert, Mark is passionate about making the lives of Bol’s customers, service experts and retail partners better by providing them with the best tools to solve customer questions, and in turn, drive great business outcomes. His wide-ranging expertise in product management, e-commerce, customer service and business architecture underpins his mission to deliver exceptional customer experiences and empower the Bol team to do their very best work.

A highly-experienced business solutions manager, Adrienne has almost 30 years of expertise in the financial sector, and in her current role is responsible for implementing and supporting Speech Analytics and Quality Management across the FirstRand Group. With a strong background in Business Analysis, Process Analysis, Operations Management, Relationship Management and Customer Experience, Adrienne is passionate about driving stakeholder engagement ad actionable interaction insights to improve CX.

With over 10 years’ experience of back office service delivery for multiple NHSBSA services,  Matt provides strategic leadership for day-to-day delivery, transformation and continuous improvement of operational service functions. Matt has delivered a successful back office implementation of an Operations Manager tool across two different services, utilising functionality and data to optimise efficiency and effectiveness.

With over 20 years contact centre experience, Helen focuses on continuous improvement of real time service and resource delivery.  Currently leading the Planning Team within the NHSBSA HR Shared Services department.  Lead role in ongoing project to refine operations management, working with various stakeholders across the department to reduce tasks and processes to ensure a simplified work stream.  Continuously reviewing automation of tasks to effectively improve the service.

Juliet has worked at Legal & General in various leadership roles in customer service and operational planning teams for almost 20 years. Currently leading the Workflow & Performance Optimisation Team within L&G Insurance’s award-winning Operational Planning Team, Juliet is able to combine her and her team’s knowledge and experience of planning and management in supporting operational areas with streamlining their workflow. In addition, Juliet and her team provide insight, training and advice for operational management teams on how to effectively drive service and improve performance.

Paul is a career expert when it comes to creating a single source of truth for customer journeys, driving digital first engagement, employee engagement and customer satisfaction.

With an impressive 16 years at Equiniti, he has led multiple award-winning projects and programmes, harnessing internal employee feedback and insight tools to deliver a fresh, sustainable yet flexible knowledge and customer journey strategy.

With more than 21+ years’ experience working within the Contact Centre Industry spanning different geographies and industries including exposure to Public, Retail, Regulated Financial, Utility and Pay TV sectors, Maddi Krishnan is an experienced leader in establishing and shaping up new teams, driving efficiencies across the organisation and delivering tangible improvements.

Matt Flury is a business psychologist who worked in-house for nearly fifteen years, either leading large HR teams or operating as an internal consultant. He now manages a portfolio career, advising HR Directors and Business Leaders on capability, culture, and change, and provides talent management consulting to SMEs and multi-nationals. Matt has a first-class Honours degree in Psychology and a Masters’ degree in Occupational Psychology from the University of Hertfordshire and is a Principal Practitioner member of the Association for Business Psychology.

Steve leads the Verint’s Solutions Consulting Team. This expert group is a powerhouse of knowledge, supporting and advising customers on how the broad portfolio of Verint solutions can help their organisations enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs. Steve has over 25 years of experience within the Contact Centre and Customer Engagement industry. He joined Verint over 15 years ago, and prior to that held Solutions Management roles across a number of Contact Centre solution providers.

Huw leads Verint’s specialist consulting team in EMEA – ensuring customers select and secure the most from Verint workforce management (WFM) solutions. Huw educates and inspires, having enjoyed over 20 years in tech. His customers credit him on his robust understanding of how customer behaviour drives new and innovative approaches to staffing across contact centre and back-office operations. An expert in the impact of digital contact, robotics and self-service, Huw is an advocate for using tech and the human touch to close the Engagement Capacity Gap.

Keith Barrow has been working in the Customer Experience space for over 17 years and leads the Interaction analytics pre-sales team for Verint EMEA. Keith has witnessed the incredible evolution of Voice of the Customer solutions that provide meaningful insights, bringing together customer feedback across channels and helping organisations measure and improve experiences they provide to customers and employees so organisations can make the right business decisions.

Tony has over twenty-five years of experience in the design of software applications, focussing mainly in the contact centre area and has been with Verint for 20 years. Prior to joining Verint, Tony was with Avaya (AT&T, Lucent) for ten years, specialising in application consulting and solution design.