BIO
Edward Winfield is VP Global Partnerships at Content Guru, who are BIG in CX and LEAD in AI. They deliver best in class CXaaS solutions for some of the biggest organisations in the world. Edward has over 27 years’ experience in the communications industry, which he uses to create great customer relationships that anticipate customer needs and keep organisations at the forefront of the latest developments in technology. Content Guru delivers the most up to date AI orchestration and intelligent automation solutions for its customers that help organisations create outstanding customer experiences, radically improved customer satisfaction scores and fantastically engaged employees.
Learn how ESPO use video to not only help their customer experience but also enable new hires and long-term staff to understand the mission and celebrate success. With help from Premier CX, ESPO are using video to:
Kirsty Ferguson – BIO
Kirsty Ferguson is a trusted CX advisor and Key Account Director at Premier CX. With decades of experience, she has significantly improved customer journeys for major clients on a global scale. Kirsty has been awarded the Customer Service Excellence Award and is recognised as a Top 50 Women in CX. She is also a contributing author on the Good CX Guide and the Good Video Guide.
Rachael Stone-Browning – BIO
Rachael has over 30 years’ experience of working in the Customer Service sector and is currently the Head of Customer Experience at ESPO, one of the largest public sector buying organisations in the UK. In this role, Rachael leads a dedicated team focused on enhancing customer experience and interactions across all touchpoints. With a strong commitment to excellence. With extended experience, she implements innovative strategies that significantly improve customer engagement and loyalty.
Rachael brings extensive experience in setting up and leading contact centres with a background spanning local government, outsourcing, and utilities industries.
Technology has dramatically changed the customer journey but are we losing our way? Is automation annoying customers and sending them elsewhere?
BIO
Martin is one of the founders at FM Outsource and his main passion is around the changing face of customer service. With over 20 years in the industry, he is a true veteran. A self-confessed nerd with a strong background in digital, tech and finance, he is passionate about helping clients prepare their businesses for future change. Martin has seen how technology can impact different industries and sees the customer service sector as largely unprepared. Customer service requirements as radically changing in the here and now. He has worked with impressive household names such as Superdrug and Asos to help transform their customer service through tech, outsourcing and consultancy. Martin is also one of the founders of the customer service communications tool, Gnatta.
Globally, employees spend an average of 2.1 hours per week trying to resolve conflicts in the workplace. Just imagine if we could go some way to eliminate that. Better for business. Better for life.
BIO
Gerry, known in speaking circles as ‘The Dispute Dissolver’, brings to the stage a treasure trove of insights from 40 years of experience in the delicate art of conflict resolution. With his Scottish charm and an arsenal of humour, he tackles the serious business of workplace disagreements, turning potential discord into opportunities for team cohesion and growth. He has worked with companies of all sizes from start-ups and family businesses to multinationals. He has also served on the Mediation Panel for Sheriff Courts in Scotland for over 12 years. He has received many accolades for public speaking including the Distinguished Toastmaster award.
