Facilitators

Wendell Black

Wendell Black

Vice President, Channels & International Business, Five9

What inspires you?
The Joy of the Open Road

Wendell Black is a Contact Center leader and industry expert with more than 30 years of experience in operating, consulting, integrating and leveraging emerging technologies.

Full Bio
Mr. Black is a graduate of the Baylor Hankamer school of business and has served in Sr. Executive roles at companies such as: Aspect Communications, Nortel Networks, Oracle, Contactual and most recently serves as the VP, Global Channels and International Business for Five9, Inc. In addition to Sales, Marketing and Operational leadership roles, Mr. Black has also held technical positions such as CIO and VP of Information Technology.

With such a breadth of experience and industry knowledge, Mr. Black is a trusted advisor and has worked with businesses of all sizes, including many of the Fortune 500. By sharing his experience, he has been able to help others to run their contact centers as efficiently and cost effectively as possible, all the while helping them to achieve a high level of Customer Satisfaction.

Mr. Black’s current role as Vice President, Channels & International Business for Five9, Inc. is responsible for the development and delivery through channel and direct sales programs for Five9 globally.

Graham Brown

Graham Brown

Chief Sales and Marketing Officer, HGS

What inspires you?
Excellence, Dedication and Charisma

A CX professional with over 25 years of experience helping organisations delight their customers.

Full Bio
A strong track-record in client management and business development underpinned by
operational knowledge built up through front-line, management and support roles within the contact centre environment (in-house and outsourced).

Working extensively across EMEA with many of the world’s leading brands helping to deliver transformation, innovation and excellence whilst optimizing cost.

Lee Cottle

Lee Cottle

Vice President EMEA, Interactions LLC

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Lee brings a broad experience in innovation to the contact center industry, having worked in development and product introduction he has taken new technologies from North America into Europe, he has both designed and implementing, multi-million dollar end-to-end, multi-channel CRM solutions.

Full Bio
After leading a number of high-profile projects, Lee moved in to sales and operations, where he enjoys working with disruptive technologies that deliver real measurable business benefits to clients both in terms of ROI and customer satisfaction. Lee is responsible for the EMEA region for Interactions LLC
Yoel Goldenberg

Yoel Goldenberg

Chief Product Officer, Jacada

Yoel Goldenberg is a Customer Experience Technology domain expert with over 20 years of experience in this space. In his current role as Jacada’s Chief Product and Marketing Officer, Yoel leads the Autonomous CX revolution.

Full Bio

Prior to Jacada Yoel headed marketing for Starhome Mach, and prior to that held various senior positions at NICE Systems. During his tenure with NICE Yoel led the effort that brought NICE to its leading position in the customer engagement space. Yoel started his career in improving customer service operations through advanced CX technologies at Pelephone, the leading Israeli telecommunication provider. Yoel holds a B.S.c in Industrial Engineering from the Israeli Technion, and a master’s degree in Business Administration from the Stanford University. Yoel is a passionate mountain biker that always looks to conquer the next summit!

Sidharth Mukherjee

Sidharth Mukherjee

Executive Vice President, Transformation & Knowledge Services, Teleperformance DIBS

What inspires you?
The Future of Digital transformation

Sid has nearly 20 years of experience working in consulting, corporate and service provider firms, cutting across Strategy and Transformation, across 5 continents. Besides the Transformation function, Sid leads the Knowledge Services – Consulting, Analytics and Automation – arm of Teleperformance Digital & Integrated Business Services.

Full Bio

Prior to TP, Sid led services strategy at Nestle Group, based in Switzerland, where he played a key role in their global shared services transformation. Before Nestle, Sid was an emerging markets strategy professional at Serco and prior to that worked in consulting firms such as PwC, IBM Business Consulting and Everest Group. Sid is a graduate from Indian Institute of Technology (IIT), Kanpur, and an MBA from Indian Institute of Management (IIM), Ahmedabad.

Martin Taylor

Martin Taylor

Deputy Chief Executive Officer, Content Guru

What inspires you?
To be the best

Martin Taylor is Co-Founder and Deputy CEO of the Redwood Technologies Group, comprising specialised communications systems and software manufacturer Redwood Technologies; and omni-channel cloud communications provider Content Guru.

Full Bio

Headquartered in Bracknell, England, the Group also has operating companies or facilities in the USA, Japan, Singapore, Malaysia, Netherlands, Ireland, Germany and Italy, servicing household-name customers spanning utilities, travel, financial services, retail and public sector. Significant industry recognition includes a European IT & Software Excellence Award in 2018, and the Queen’s Award for Enterprise: Innovation in 2016, the highest accolade for business in the UK.

Since co-founding Redwood Technologies with his brother in his early twenties, Martin has remained at the forefront of innovation in communications technology. His role now centres on strategic market development and heading the Group’s public sector practice.

Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socio-economic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

Contact Us

Contact Us

Customer Contact Europe
Oxford, United Kingdom
4100 Chancellor Court,
Oxford Business Park,
Oxford OX4 2GX

Phone: +44 (0)1865 398644
Email: alan.bowman@frost.com

About the Event

Customer Contact Europe will prepare you for the future of customer care by providing pragmatic real-world experiences, insight, best practices and tools for embracing an accelerating digital transformation.

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