Releasing Potential

Chaired by Nicola Callan at The Forum, the stimulating opening keynote speakers include Paul Smedley, Founder & Chair at The Forum on the latest trends and opportunities, Mats Rennstam, Managing Director at Bright on Insight, Customer Experience and how to improve your customer NPS - and interview with practical tips and fresh ideas from our two specialist experts in Insight and Quality.
 

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. 

 

Mats Rennstam, Founder/MD of Bright UK, Mats is passionate about raising the standard for customer service. In addtion to work with clients, he drives this by busting industry myths at seminars, writing white papers and judging for several European contact centre awards.

 

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.

Pete Dunn came from Npower as Quality Manager and has recently joined The Forum bringing a passion for gaining, sharing and using as much knowledge as possible in quality assurance, regulatory requirements & risk governance, project delivery, stakeholder engagement and continuous improvement activity with the aim of helping everyone to deliver the best possible customer service experience. He has worked in the customer contact industry for almost a decade, working for the last 3 years with in-house and on/offshore partners on Quality Control, Assurance and Management Framework design, development and delivery as well as managing teams of Analysts and Senior Analysts in day to day assurance activity across Front and Back Office functions. He also coached one of the inaugural Quality Analyst of the Year winners, has been commended as a Rising Star and was awarded the Challenge Award in 2016.

 

Chair

Nicola is a Director at The Forum having previously been our Head of Learning & Engagement from 2014 – 2017. She is responsible for the operational and people elements of our team, and for the individual engagement of our members with our programmes. Nicola is passionate about identifying, building and developing strengths and in creating the right conditions that release our potential and that of those around us. Nicola started her career in the travel industry working in customer facing and management roles in Spain and in the UK. A move to a consultancy firm in Financial Services generated experience in process definition and improvement methodologies before moving into customer journey mapping and quality assurance. Prior to leaving Financial Services, Nicola specialised in organisational redesign and colleague engagement. Additionally, she has significant experience in people leadership principles and is an active coach and mentor.