The Future of Customer Contact

What are the critical issues to address? The significant trends? Hear from senior leaders & innovators. Richard Brimble (Understanding & Learning ) with Jenny Ryatt (Geoban ) and Peter Massey (Budd ) lead a lively discussion on this topic. . 

Richard Brimble  MD Understanding & Learning Ltd 
Richard, a European Call Centre & Customer Service lifetime achievement award winner, has advised companies on bringing about improved communication, customer experiences and sustainable change for nearly 30 years. Richard is co-author of Understanding – Keeping the Human Factor Alive in the Digital Age. He is Managing Director of change management consultancy Understanding & Learning.



Peter Massey
Peter is Managing Director at Budd and chairs the UK's Chief Customer Officer Forum. Budd's work focuses on bringing the digital and the contact worlds together through ’The Best Service Is No Service’ and ‘Me2B’. His passion is: "How do we stop doing dumb things to our customers and our people?”


Jenny Ryatt Geoban 
Jenny’s current role as Head of Systems Administration & Command Centre is part of the Governance and Control team. The team’s purpose is to work in partnership with the operational areas to achieve Geoban’s key objectives around quality, control and productivity by providing central services such as resourcing & planning, productivity & incident management, SLA performance and systems administration for Work Manger, MIRO, Process Launcher, GAD & ALP’s etc. In addition, the team deliver intelligent MI and business insight to help identify improvement opportunities.