Paul Smedley, Founder & Chair
07958 438 712
Paul Smedley is Founder and Chair of The Forum, responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards. He is also currently champion for our work with the Public Sector, on Customer Strategy and on Customer Quality Management.
Paul established the training, best practice, membership and awards programmes of the Forum and is rated highly for creating enjoyable, interactive training events and seminars. He has presented at conferences and seminars nationally and internationally and has tutored with Lancaster University Management School.
He is a member of the Institute of Directors, the Institute of Direct Marketing and the OR Society. In 2010 he was awarded the prestigious Lifetime Achievement Award at the European Call Centre and Customer Service Awards, following nomination by his industry peers.
Paul was previously operations manager for British Airways’ five UK call centres at a time when sales conversion rose by 15%-25% annually and costs per call reduced in real terms and a project to re-engineer back-office functions resulted in annual savings of 30%. He also has consultancy and training experience with a wide range of clients in most industry sectors.