Speaker Bio:

Mike Havard has is recognised as an industry expert, with over 25 years experience in customer management strategy and operational delivery, for organisations including BT, Decisions and Sitel. He is currently a non-executive director of Silver Lining Solutions, as well as founding Director of Ember Services, a customer management consulting and analytics business. Mike is a practitioner at heart – having run operations, been HR Director and Head of Learning in his time. He is an Honorary Life Fellow of the IDM and sits on the CCA Global Standards Council. He has written management textbooks on customer management and is the author of many respected journal papers, white papers and thought-leading articles in this area, including ‘Managing the Multi-Channel Challenge’ and ‘Becoming Digital by Default’ both relevant to this presentation. He can be contacted on mike.havard@emberservices.com