Garry Gormley, Founder and CEO of FAB Outsourced Solutions, joins Sean McIver to discuss technological and process opportunities contact centres could seize to enhance customer experience and the work lives of agents’.

Gary has been the CEO of FAB Solutions since 2019. The company specialises in auditing and understanding operational effectiveness and identifying areas of opportunity within the businesses they work with. He is also the Founder of The Contact Centre Network and Associate Director of Training Next Level Consultancy Limited. More recently, Garry started FAB Outsourced Solutions.

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Marianne Withers is the Founder and CEO of The Verity Centre, a boutique contact centre and business solutions consultancy with specialists, multi-disciplined talent and professional associates. She is also the current Entrepreneur In Residence at the University of Portsmouth. 

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Natalie Calvert, a Customer Experience and Employee Experience Executive Coach, joins Sean McIver to share her approach to balancing customer experience (CX) and employee experience (EX) and what contact centre leaders should focus on to improve both CX and EX.

Natalie Calvert is an exceptional customer experience strategist, leadership developer, and employee engagement expert. She is a Customer Experience and Employee Experience Executive Coach, Keynote Speaker, and Author of the ‘Handbook of Call and Contact Centre Management’. Natalie is also the Co-founder of HybridWorkSmart and previously served as the CEO at Calcom Group.

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James Vukashin is an experienced senior business leader with a demonstrated history of leading operational teams and executing business change, and the National Director of Contact Centres at Veezu. He is passionate about ensuring best-in-class customer service and helping people achieve their full potential. Before Veezu, James served as the Global Shared Services Director at Foodhub, Interim Change and Business Improvement Manager at the Health and Safety Executive, Interim Transformation Lead at Arvato UK, Interim Customer Transformation at Biffa, and Lead Improvement Manager at Tesco PLC.

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Muhammad Safdar is the Head of Customer Excellence at Prime Secure + and a successful people manager with over twenty years of experience managing global teams and projects. He has proven expertise in driving exceptional commercial and CX performance, executing projects and continuous programs of improvement across multichannel and international contact centre operations. His BPO and contact centre experience includes companies like Dell, Microsoft, Sky, Vodafone, Saintsbury, and multiple sectors such as telecoms, utilities, technical support, retail, finance, and travel.

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Sofia Puccio is an experienced customer experience professional who was recently promoted to the position of Associated Product Manager at Curve, a company focused on simplifying the way people spend, send, see and save money. Before Curve she was the Customer Experience Manager for Cable Bay Vineyards Limited in Auckland, New Zealand and has also worked in the financial sector for companies like Zurich and American Express.

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Kevin Sampson is the current Head of Customer Excellence at Zen Internet and a Gold Winner in the Customer Champion category at the 2022 UK National Contact Centre Awards! His previous roles include Customer Experience Manager for npower and seven years as Process Designer and Customer Journey Analyst at British Gas.

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Ben Booth is a successful CEO with twenty years of contact centre experience. He has proven expertise in transforming organisations’ contact centres to improve customer experiences across all channels, providing maximum ROI, and maintaining and improving KPIs. His contact centre experience includes seven years at MaxContact and thirteen years at Daviker. Ben works with various organisations to provide services like PCI-DSS, payments across multiple channels, WFM, speech analytics, voice, mail, webchat, and more.

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Katie Stabler is the Founder and Director of Customer Experience at CULTIVATE, which supports organisations to deliver outstanding customer experience. She is also a freelance Customer Experience Consultant for EvaluAgent, Fujitsu, JT Group, and Citizens Advice. Previously, Katie was Head Of Customer Experience and Member Optimisation at the Female Entrepreneur Association, Customer Experience Head of Design and Delivery at Lowell, and Deputy Chief Executive Officer and CX lead at The Debt Counsellors Charitable Trust.

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Jayne Halton is a successful group database and contact centre manager with over ten years of contact centre experience and fifteen years in the motor industry. She has proven experience in motivating teams to deliver quality customer experience and drive sales. Jayne has spent ten years at Chapelhouse Motor Group, which owns a range of car dealerships in the northwest of England.

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Danny Wareham is the Founder and Culture and Engagement Director at Firgun. Danny has over 25 years of experience in contact centre environments across retail, telecommunication, and fintech sectors. He is passionate about creating spaces where people belong and where job fulfilment is a fundamental right. He was previously a Communications and Employee Engagement Manager at Vodafone, the Founder of DataMouse.biz, and a Customer Relations Manager at Argos.

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Lee Houghton is a business improvement coach who prides himself on helping people and teams deliver change. His unique journey to get to where he is today includes writing five children’s books, owning a bouncy castle business, and even DJing dressed as a monkey. All these experiences have shaped his career, from data input administrator to co-founding Get Knowledge, his business improvement company. Lee helps even more people in business by providing real-life examples and practical approaches as the host of the Business Problems Solved Podcast.

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Ana Magalia is the Head of Customer Experience at Hurdle. She is a creative change leader driven to achieve exceptional customer experience and has over fifteen years of experience in IT, virtual payments, and travel technology. Ana’s strengths include data analytics to gain business understanding, forecasting, and planning strategies efficiently.

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Nate Brown is the Co-Founder of CX Accelerator, a non-profit organisation that provides virtual platforms that connect like-minded Customer Experience professionals. Amongst his other accolades in Customer Experience, Nate is the author of CX Primer, which led him to be awarded CX Influence of the Year in 2019. He is also the current Senior Director of Customer Experience at Arise Virtual Solutions, which connects customer service agents to well-known brands. Before that, Nate was the Chief Experience Officer at Officium Labs and Head of Customer Experience at UL Solutions.

James Revell is a highly accomplished and award-winning Director of Contact Centres at Whistl UK, with more than two decades of experience in the industry. He began his career as a call handler and steadily progressed to senior leadership roles. As a seasoned and successful business leader, James has a proven track record of delivering exceptional customer service. Before his current position, he worked with Air France-KLM for almost twenty-five years, beginning as a Frequent Flyer Advisor before eventually being promoted to the Director of International Contact Centres.

Mike Aoki is currently the President of Reflective Keynotes. Specialising in helping small to midsize businesses, he offers customised customer service and sales training on-site or through webinars. With over twenty years of experience in customer service, sales, and management, Mike brings practical examples to his workshops and speeches, leading to improved sales outcomes and increased client satisfaction and loyalty. His expertise has been sought by notable clients such as Equitable Bank, Miele, and Community Trust, and he has been featured in esteemed publications like the Globe and Mail and Contact Center Pipeline magazine.

Bérengère Chaintreau-Fuchs is the previous Head of Customer Engagement and Panels at eBay. Self-describing as a consumer insights and product marketing leader with a passion for innovation, Bérengère has had an illustrious career across businesses such as eBay, Amazon, and Capgemini Consulting. Having built a unique blend of skills in consumer insights, data analytics, product development and marketing operations, Bérengère believes in customer-obsessed approaches to deliver growth to digital platforms. With over twelve years in management consulting, and over twelve years driving customer satisfaction, affinity and advocacy, Bérengère has been a speaker at CHANNELX WORLD and Tamebay Live, as well as hosting an online workshop with eBay for Business UK.

James Marshall is the Director of Customer Experience at Southampton City Council and an esteemed senior leader in the local government sector renowned for his exceptional ability to implement impactful and transformative initiatives. With a brilliant strategic mindset, he excels at fostering collaboration, leveraging resources, and efficiently delivering top-tier services while operating within budgetary limitations.

Adrian Swinscoe is an Aspirant Punk at Punk CX and a seasoned professional in customer experience, boasting an illustrious career spanning over twenty-five years. His diverse journey has seen him champion and amplify customer-centric businesses across varying scales. He is also the dynamic host of the Punk CX podcast, an insightful series diving into the nuances of customer service, engagement, and the employee’s vantage point. True to his essence, he self-identifies not just as a mere professional but as a passionate agitator and advocate for superior outcomes.