A Leading Expert on Customer Experience
Shaun has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He is the founder of Smith+co the leading UK based customer experience consultancy. He is co-author of five acclaimed business books, his most recent being, ‘On Purpose, delivering a branded customer experience people love’. Shaun has spoken to audiences across the world and in many sectors. He is a Fellow of the Professional Speakers Association and a Member of the Global Speakers Federation. Shaun is a recipient of the PSAE (Professional Speaking Award of Excellence)
Geoff White shines light onto the technology that is changing our world for the better...and sometimes worse. An award-winning television news journalist at Channel 4 News and the BBC, his reports for Channel 4 News and BBC Radio 4 aim to create real-world change, with a particular focus on e-crime and cybersecurity: his words have brought about arrests, regulatory investigations and legislative action. He recently completed a 10-part series delving into the shadow dark web economy that feeds on stolen personal data, hacked computers and corporate incompetence. He is also the co-creator of The Secret Life of Your Mobile Phone, a live, interactive phone hacking stage performance which shows how the global technology industry is harvesting the data leaking from your handset.
Director Retail and Customer Care,
Since early 2016 Jan Smets has been heading the various mass channels at bpost, more specifically the physical office network, the contact centres and the digital channel. bpost's physical network comprises over 1300 postal outlets, approximately half of which are operated as post offices. While it is only logical that this network of 2500+ FTEs, which handles over 35 million transactions every year, plays a pivotal role in bpost/bpost bank's operational activities, it has also evolved into a high-performance sales machine in recent years. Combining B2C and B2B contact centres, Customer Care currently employs some 500 agents.
Senior Vice President of Global Marketing,
Ryan Hollenbeck serves as Senior Vice President of Global Marketing for Verint® Systems, the market leader in Actionable Intelligence® solutions. In his position, he is responsible for driving global corporate marketing, solutions marketing, marketing communications and operations, analyst and public relations, and sales enablement.
Ryan also serves as executive sponsor of the Verint Customer Experience Program that focuses on gathering a deep understanding of the customer journey and translating that information into actionable insights.
Vice President Solutions Consulting EMEA,
Steve Bell is VP of Solutions Consulting EMEA for Verint® Systems. Steve has overall responsibility for Verint’s Solutions Consulting Team across EMEA, supporting sales of our Workforce Management, Customer Analytics and Engagement Management solutions. Steve has 20+ years of experience within the Contact Centre / Customer Engagement industry. He has been with Verint for 10 years, and prior to that held Solutions Management roles with other Contact Centre solutions providers such as Aspect and Enghouse Interactive.
Managing Director EMEA,
In his role as Managing Director Nick leads the EMEA leadership team and he is responsible for managing all of Verint’s operations, growth, and profitability throughout the EMEA region. Nick joined Verint in 2012, and within a year he was promoted to Senior Vice President of Sales for the EMEA organisation. In 2015, he became the Managing Director for the region. With over 20 years’ experience in the Finance, Software, IT Hardware and Telecoms markets, Nick brings to the role a proven track record of driving accelerated growth and strategic planning. Earlier in his career Nick has headed up sales organisations at Vodafone, T-Mobile, HP and Lenovo.