Speakers

 
 
Rosie is responsible for CitySprint’s SME customer engagement strategy, focusing on retention and growth, and leading the Customer Experience Improvement programme. With over 18 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
With many recognisable achievements already, such as starting the Customer Care team in 2015 and winning Silver for the Most Improved Complaint Handling at the 2017 UKCHA Awards, Rosie also manages commercial targeting and the management of CitySprint’s Platinum customer base.
 
Claire is a multi-award winning contact centre leader, industry expert and Salesforce Trailblazer. Currently with Co-op, Claire leads the Sales and Service department of a newly established Business Services function and has held various other leadership roles previously including as General Manager with BT. Claire has built a formidable reputation for transforming contact centre performance through culture change, empowerment and best practice, enabling companies to realise the true potential of the contact centre to add value to business strategy. She is passionate about people and personal development, and is a qualified life coach.
 
Jo joined The Institute as its CEO in 2009. Over the last 10 years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.
Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. She has extensive experience in the financial services sector having previously been a non-executive director to Aegon UK’s independent governance committee and having spent more than 11 years working for organisations such as Aviva plc. She has also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute. Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability.
She has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity. As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.
Away from work Jo is a keen walker and traveller. She has travelled extensively around Europe and wider continents, using her experiences to draw parallels on service strategy which she believes UK organisations should adopt and adapt to enhance customer satisfaction in an increasingly global marketplace.
 

As Salesforce's Director for Service Cloud in UK, Scott does more than just sell software. With over 10 years experience in delivering transformational service technology for some of the UK's fastest growing businesses, he's obsessed with the impact that Customer Experience has on an organisation's ability to accelerate ahead of their competition.

When he isn't working, you'll find Scott enjoying family time with his wife and two young daughters - exploring the local Hampshire countryside and testing his culinary skills on the BBQ. Scott also sits on the board of trustees for a local children's charity.

 
Jayne is the VP of Sales at Salesforce UKI. She is focused on leading the service practice at Salesforce and driving the adoption of technologies that will help to drive innovation in the marketplace. For more than 15 years Jayne’s career has focussed on leading transformation for companies in FMCG, Manufacturing and Foodservice.
 

Entrepreneur and intrepreneur, Katherine’s work spans two decades seeking and seizing bold opportunities for growth and good. KVJ and her team of future-hackers within the Salesforce Office of Innovation passionately investigate, inspire and inform Salesforce strategy. 

Prior to joining Salesforce, Katherine led innovation and digital transformation efforts within technology companies such as IBM, Telefonica Moviles and her own start-ups, as well as within innovation services organizations across industry including in Media, Manufacturing, Higher Education and Government. 

KVJ is a thought-leader and avid speaker on culture, technology and innovation, and her views have been shared broadly in the media including BBC, MSNBC, Wired Magazine, and she serves on boards in non-profit education and advices tech start-ups.

 
Helen Kelisky is Head of Cloud Sales, Salesforce, in the UK and Ireland. She leads an organisation helping companies digitally transform their businesses in order to thrive in the fourth industrial revolution. Helen is part of Salesforce UKI’s leadership team and has over 20 years’ experience in the IT Industry, previously at IBM in a number of key leadership roles. In addition, she is a board member of Women in Telecommunications and Technology.
 
PensionBee has done the impossible by making pensions simple and engaging. Jasper joined the fintech scale up in 2015 as employee number 2. Four years and 100 colleagues later, PensionBee now manages £650m+ of pension money on behalf of 60,000 customers. In his role, Jasper brings Marketing, Product and Customer together. building UK's most loved pension product and engages with audiences through unusual marketing channels for a pension company such as Instagram and YouTube. He also launched PensionBee's TV, outdoor and radio campaigns in 2019 to accelerate the growth of UK's newest pension provider, making as many people as possible aware that they too can take control of their retirement! Before PensionBee, Jasper worked at business insurance provider Simply Business and held various marketing roles in the Netherlands before moving to the UK in 2009.
 
Sarah Patterson currently leads the messaging, positioning and go-to-market strategy for Service Cloud, Sales Cloud, EMEA and Industries Marketing at Salesforce. Since joining Salesforce in 2008, Sarah has spearheaded several major initiatives including SMB product marketing and the launch of Chatter, as well as leading Service Cloud marketing as it grew from $700 million in revenue in 2013 to its current $4 billion run rate.
Sarah brings more than 15 years of experience in IT consulting, M&A finance, research, and marketing to Salesforce and has held a variety of positions at McKinsey & Co., Broadview International, and the Initiative for a Competitive Inner City.
Sarah holds a BA in Economics from Wellesley College, an MBA from Stanford, and can be found on Twitter @patterson_sarah.
 

Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, including the FBI.

Matt is the CEO of Methodical, a customer experience and strategy consultancy based in California. He is also a Senior Visiting Fellow at Cass Business School, London and sits on the board of a $200m technology distribution company. As a consultant he has advised brands across the world in sectors including: air travel, automotive, banking, pharmaceuticals, healthcare, advertising, telecoms, retail, luxury goods, technology, financial services, industrial manufacturing, packaging and snack foods.

 
Lynne is currently the senior business lead for Service Cloud and Self Serve across John Lewis & Partners. This effectively means that she product owns the Service eco-system for over 12,000 users across Partner and Agent contact centres and over 50 branches to deliver a consistent and customer obsessed service to our demanding Customers. Lynne's background is a combination of strategic marketing, Customer Experience and operations leadership in GE, Canon, Dell, HSBC and Nationwide. She is a Master Black Belt Six Sigma and although not a data geek, elements of the tools and skills are a foundation of the transformation changes she leads. She is agile trained and applies those skills both at work and at home!

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