Facilitators From Our Previous Customer Contact Europe Event

Simon Dillsworth

Simon Dillsworth

Executive Business Partner, EMEA – A Teleperformance Company

What inspires you Professionally & Personally?

Professionally: Delivering long-term sustainable value to our clients through a creative design-thinking approach

Personally: Family and working with disadvantaged/vulnerable young adults

Full Bio

Simon has over 20 years’ experience in the Consulting and BPO industries with Accenture and Teleperformance. With the recent formation of Praxidia as a the CX consultancy business owned by Teleperformance, Simon is working with some of the world’s leading brands to help them address opportunities for CX transformation within their own ‘in-house’ operations. Simon has extensive experience of working with clients to deliver long term sustainable value.

J. Richard J. Garrett

J. Richard J. Garrett

Director, Solutions Consulting – EMEA & APAC, Jacada Europe Ltd

Tobias Goebel

Tobias Goebel

Senior Director, Emerging Technologies, Aspect

Tobias is Senior Director, Emerging Technologies at Aspect. He has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering,

Full Bio

consulting, pre-sales, product management, and product marketing. As part of Aspect’s product management and marketing team today, he is responsible for business alliances around emerging technologies and works on defining the future of the mobile customer experience, bringing together channels such as mobile apps, messaging, voice, and social. He is a frequent speaker and blogger on topics around customer service and, more recently, the (re-)emerging chatbot, NLP, and AI technologies. Tobias holds a Master’s degree in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK

Deanne Harrison

Deanne Harrison

Senior Vice President, People & Process, 24-7 Intouch

As SVP of People & Process, Deanne is responsible for leading 24-7 Intouch’s global human resources
teams for our nearshore and offshore operations, as well as ensuring global compliance & risk management solutions.

Full Bio
Prior to joining 24-7 Intouch, Deanne spent over 15 years in human resources and organizational development including employee relations, recruitment, job analysis, performance management and compensation and benefits.

Deanne graduated from the University of Manitoba, Asper School of Business with a Bachelor of Commerce (Hons) in Human Resources Management and obtained her Certified Human Resources Professional (CHRP) Designation through the Canadian Council of Human Resource Associations.

Rodney Hassard

Rodney Hassard

Global Director of Solution Strategy, Self-Service, Genesys

Rodney is the Global Director of Product Management for Self-Service and Automation at Genesys. He has over 13 years of experience in self-service application design

Full Bio
consulting, sales and marketing and was part of the successful SpeechStorm start-up that was acquired by Genesys in late 2015. In his current role, Rodney is responsible for product strategy and commercialization for solutions such as IVR, chat bots and voice bots. On a day-to-day basis, he works closely with Engineering and Sales and Marketing leadership to help define, align, and execute on product roadmap to drive innovation and revenue growth. In his pastime, Rodney enjoys playing football for the club he co-founded as well as golf, running and travelling.

What inspires you Professionally & Personally?
Professionally: The desire to always improve
Personally: My family

Lauren Kindzierski

Lauren Kindzierski

Vice President of Solutions and Capabilities, HGS

Lauren Kindzierski holds the role of Vice President of Solutions & Capabilities at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, automation, and analytics – to keep her company up-to-date with the latest market trends and demand.

Full Bio
Lauren brings with her over 10+ years of marketing, customer experience, and innovation experience in the customer service industry, primarily in the global business process outsourcing (BPO) sector. Her high energy and enthusiasm for customer experience, combined with her passion for the customer service industry, has helped established Lauren as an industry thought leader in the customer service space specifically around the topics of innovation and customer experience.
Richard McCrossan

Richard McCrossan

Digital Practice Lead, Genesys

Richard joined Genesys in 2007 as a self-service specialist and formed part of the team that created the Intelligent Customer Front Door (iCFD)

Full Bio
a new way of delivering customer centric, cross channel customer service, which has since been adopted by brands all over the world and continues to set the expectations for excellence in automation.
As the Digital lead for Genesys, Richard has responsibility for leading sales of solutions that help leading brands maximise the value of digital customer relationships. In an age of ever faster technology evolution, Richard thrives on translating the art of the possible into the art of the achievable for companies to drive fast, tangible value from the digital world.
Richard is a passionate evangelist for making the world a better place through excellence in CX, a subject on which he regularly blogs, speaks and tweets.
Richard holds a Bachelor’s degree in Computer Science from Queens University, Belfast, Northern Ireland.

What inspires you Professionally & Personally?
Professionally: Innovate in everything you do
Personally: Make a difference

Robert McDougall

Robert McDougall

Strategic Vision and Operations, Upstream Works Software

Rob is an accomplished contact centre leader and catalyst for change with a track record raising industry awareness of first call resolution for enhanced agent and customer experience.  Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations.

Stefan Osthaus

Stefan Osthaus

Founder and Managing Director, experience5 GmbH

Stefan has been a leader in Fortune 500 companies for more than 15 years. He has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees. He has also led Support Organizations with thousands of agents in contact centers around the globe.

Full Bio

Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is a global keynote speaker and the author of “The End of Work-Life Balance”.

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