David is one of Europe’s most experienced contact centre and customer service specialists, with over thirty years’ experience of working on the operational, process, technical, integration and implementation challenges of customer contact change, through over 100 substantive engagements in sectors such as TMT, Utilities, Finance, Retail and the public sector.
He also has significant experience in managing commercial issues, launching products for Telecoms operators, working in start-ups and procuring technical and outsourcing solutions. He helps clients solve their customer issues and problems, providing advice on operational and technical change from diagnostic phases through to execution, covering integration and transformation.
David has worked for BT, Energis, Barclays, PA Consulting and PwC.
Neil Willetts is a management consultant with over twenty years experience as a Solution Architect, Analyst and Project Manager in transformation and change in customer service and CRM operations including the introduction of new IT systems, process and organisational structure.
He has much experience in managing stakeholders, users groups, 3rd party partners, system integrators, implementers, software providers and management consultancies. Neil has lengthy experience of performance audit, determining business cases and ROI for systems, project and supplier acquisition in projects in the private and public sectors across Europe, USA, The Caribbean and the Middle East.
Much of his career has involved being the communicator and facilitator between the business and the IT communities within companies at senior level.
Matthew has been at the forefront of telecommunications product management for over thirty years. He has built his product development, launch and management skills in established large corporates, such as AT&T and Vodafone, and exacting, high-risk large-scale start-ups such as Energis, Ebone and KPN Quest. He provides a vital bridge between stakeholders with very different perspectives – in-house IT, technology vendors (eg Cisco, Avaya, Nokia, Ericsson, Apple etc), sales and customers.
Matthew creates value from technology, determining how to package it, price it, get to market first and get to volume first. He has launched and managed services and devices covering voice and data in fixed and mobile telecommunications. In addition to the world class intellectual property Matthew has developed on product management processes and disciplines, he has four patents from his work on technology.