Speakers
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.
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.
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.
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.