Releasing Potential

Stimulating opening keynotes speakers include Mike England, Managing Director RS on driving transformation and truly putting the customer at the heart of everything you do, Phil Anderson, Head of Best Practice in Planning on the latest trends and opportunities, and Paddy Coleman, CEO as QStory on human benefits of working with robotics and the potential of analytics & automation in planning. 

Mike England has 20 years of B2B experience within the Electrical and Industrial Distribution sector and holds a Masters Degree in Engineering and Business Management. Mike is currently the Managing Director for Northern Europe at RS Components with responsibility for the UK, Ireland and Scandinavian markets. Prior to this, Mike held a number of senior commercial and operational roles.


Phil Anderson is Head of Best Practice (Planning) providing a range of membership support including training, research, presentations, facilitation, consultancy and corporate reviews. Beginning his career in Contact Centres in 1999 with Gold Medal Travel, Phil has been involved in all aspects of resource planning, managing an outbound sales team and specialist sales teams whilst developing a successful KPI management tool and bonus and incentive scheme.  In 2009/10 Phil had a fantastic year, completing two years of study for his advanced certificate in resource planning, winning a contact centre innovation of the year award and also becoming one of the first winners of the planning hero award. 

Founder and CEO of QStory, Paddy Coleman is a seasoned entrepreneur, with over 15 years of experience in contact centres, excelling in the design and development of Workforce Planning solutions.


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 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.