Keynote: A journey to discover the hidden insight in our organisations. 

Listen to our very own head of Insight Bob Stella explore unlocking forgotten stories to create meaningful insight that will drive improvement in your organisation.  What happens if we take a moment to step back from the data and numbers and think of insight as a story you are trying to tell?

What you will get from this session

Speakers

Bob Stella joined The Forum team after being a member for over a decade during which he has been an accreditation panel member for both planning and insight professions, a Forum Hero, chatter champion, innovation award winner and a constant advocate for The Forum's values. Bob brings to the team a broad experience in transforming customer service in any industry: From the global, multisite, multinational organisation to the local two seater operation. Throughout his career Bob has remained close to his mantra of fostering efficient environments where engaged people deliver extraordinary service. It is our affinity for people engagement and exceptional results that has kept Bob so close to The Forum for so long and why he will be a great asset in our joint pursuit of superior service through professionalisation.

 

 

Ian Robertson supports our members in both the Data, Analytics & Insight Forum and the Quality & Customer Experience Forum, as well as bringing his experience to our Speech and Text Analytics workshops.

Ian has worked in the customer contact centres for the past 15 years, starting out as a customer service advisor dealing with correspondence, inbound and outbound calls and emails.  This provided him with the insight of customers and the frontline roles that has been the foundation for his subsequent roles.  Ian then worked as a quality coach with onshore advisors as well as offshore outsourcers.  Over time this gradually migrated to a more analytical role, drawing insight from NPS surveys and comments, then using this to help shape the quality framework.  For the last 5 years Ian has been working with Speech and Text Analytics, using this to provide valuable insight into the customer experience and journey, and also improved feedback and coaching.  Ian was part of the team at British Gas that won an innovation award in 2011 for using Speech Analytics to drive sustained behavioural change.