2016 Confirmed speakers


See below for details of our full current list of speakers.

Bruce Carnegie Brown, Chairman, MoneySuperMarket

Bruce Carnegie Brown, Chairman, MoneySuperMarket

Bruce Carnegie-Brown is Chairman of Moneysupermarket.com Group plc. He is also Vice Chairman and Lead Independent Director of Banco Santander S.A. and a Non-Executive Director of Santander UK plc.

Until November 2015, Bruce was Chairman of AON UK Ltd. He was Managing Partner of 3i Quoted Private Equity and a member of the 3i Group Management Committee from 2006-2009 and prior to that Bruce was CEO of Marsh Ltd and President of the European insurance division of Marsh & McLennan Companies Inc. From 1985 to 2003, Bruce worked for JP Morgan in a variety of senior roles in the UK and Asia, including Chairman and CEO of JP Morgan Securities Asia, Senior Credit Officer for JP Morgan Europe and Head of European and Asian Debt Capital Markets.

Bruce is a Trustee of the Shakespeare’s Globe Trust and of Historical Royal Palaces where he chairs the Campaign Board. He is a past president of the Institute of Financial Services and holds an MA from Exeter College, Oxford.

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Tony Prestedge, Executive Director and Group Chief Operating Officer, Nationwide Building Society

Tony Prestedge, Executive Director and Group Chief Operating Officer, Nationwide Building Society


Tony is the Group Chief Operating Officer of Nationwide one of the top five retail financial services businesses in the UK and in the top-three for market share for both savings products and mortgage lending and a customer base of over 15 million.

Tony is accountable for the Group’s operational strategy, performance and transformation, including the leadership of group-wide Customer Services and Product Operations, Telephone Channels, Digital Development, Transformation Delivery, Technology, Payments and Property Services, together with Group Security and Cyber Risk.

Tony previously held a number of senior executive roles at Barclays PLC, including Managing Director Home Finance and Retail Banking Support and Operations Director.  He was a member of both Woolwich plc and Barclays Retail Banking Executive Committees.

Tony is a board member of BITC.

Carol Lewis, Commissioning Editor, The Times

Carol Lewis, Commissioning Editor, The Times


Carol Lewis is a commissioning editor at The Times. She has been at the paper for 12 years during which time she has held a variety of roles including business features editor. She regularly reports on the property market, business and personal finance. Carol also coordinates coverage of big ticket events such as The Times's CEO Summit each year. Prior to joining The Times in 2004 she worked for an eclectic mix of publications including editorships at a dot.com start up, a luxury lifestyle magazine and a weekly medical newspaper. 

Ian Filby, CEO, DFS

Ian Filby, CEO, DFSAs CEO of DFS

Ian Filby has brought a fresh approach to the furniture store changing its image with the resultant increase in EBITDA from £72m to £86m. As a retail expert, Ian champions the importance of marketing and has a focus on the customer being central to everything he does.Ian joined Boots as a Retail Marketing Trainee and subsequently enjoyed a number of Buying and Marketing roles culminating in his appointment to the Boots Executive 10 years ago, mainly as Trading Director. Ian left Boots in July 2009 although he remained there as a part time Consultant until September of 2010 as well as being their representative on the BRC where he was Honorary Treasurer. During this year of plurality, Ian was Interim CEO of Groupe Aeroplan London (Nectar) for 6 months and remained a non-Executive member of their Group Advisory Board for a further three years.Last year Ian became Chairman of both the BRC Policy Board and the newly listed Shoe Zone PLC.Ian is married to Sue and lives in Grantham in Lincolnshire. He has three children; Luisa, Laurence and Francesca. In his spare time he loves skiing, competing in triathlons and travelling extensively with his family.

Nicola Millard, Head of Customer Insight & Futures, BT

Nicola Millard, Head of Customer Insight & Futures, BT

Dr Nicola Millard heads up Customer Insight & Futures in BT's Global Innovation Team. Despite working for a technology company, Nicola isn't a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked for BT for nearly 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT "firsts", including the first application of intelligent systems into BT's call centres and BT's initial experimentation with home working.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service awards.When she's not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT's large global corporate clients including banks, travel companies and retailers, to name but a few.



Philip Davies MP, Co-chair All-Party Parliamentary Group on Customer Service

Philip Davies MP, Co-chair All-Party Parliamentary Group on Customer Service

Philip was elected a Conservative Member of Parliament for Shipley in 2005 with a majority of 422 and was re-elected in 2010 and again in 2015 with a 50% share of the vote and a majority of 9,624. Following 9 years on the Culture, Media and Sport Select Committee, Philip has recently been elected to stand on the Justice Select Committee.

Before being elected, Philip worked for Asda for 12 years, working his way up to be a Senior Marketing Manager.Philip became the first MP to publicly call for Britain to withdraw from the EU and is a member of the 'Better Off Out' campaign. He is also the Parliamentary Spokesman for the Campaign Against Political Correctness. Philip has twice won an award at the Spectator Parliamentary Awards.



Steve Reed MP, Co-chair All-Party Parliamentary Group on Customer Service

Steve Reed MP, Co-chair All-Party Parliamentary Group on Customer Service

Steve Reed OBE was elected Member of Parliament for Croydon North in a by-election in November 2012. He was a councillor in Lambeth for 14 years and Leader of the Council from 2006 until his election as an MP, and before that worked in education publishing. Steve led the idea of cooperative councils nationally, based on the principle that public services are more effective if they are directly accountable to the people who use them. Steve led pioneering work to tackle violent youth crime, was co-chair of the UK’s biggest regeneration project at Vauxhall-Nine Elms, board member for children’s services and employment at London Councils, a board member of the London Enterprise Partnership, and Deputy Chairman of the Local Government Association of which he is now a Vice President.

He was awarded an OBE for his services to local government. He is joint chair of the All Party Parliamentary Group for Customer Service. He was a member of the House of Commons Public Administration Select Committee before his appointment as a Shadow Home Office Minister in 2013.


David Hathiramani, MD, A Suit that Fits

David Hathiramani, MD, A Suit that Fits

Since 2006, David has been committed to the mission of “Bespoke for all” within A Suit That Fits. A Suit That Fits now has over 26 locations internationally where men and women can visit a Style Advisor to design their own bespoke, ethically-made suit, shirt or overcoat - starting from £299 for a two piece suit.  A Suit That Fits is now rolling out the “Fit Expert” marketplace to ensure that everyone across the UK has access to a local expert who can ensure Bespoke tailoring is available to all.

Prior to starting A Suit That Fits, David graduated from Imperial College London, in Computing. He then joined his brother in starting up a recruitment company in Cambridge. David left to pursue his interest in systems and software, working in IT for a leading recruitment company and quickly graduating to becoming IT manager.


Tania Seif, Head of Social Marketing, Coral

Tania Seif, Head of Social Marketing, Coral

Tania is an experienced digital marketer with a track record of success in incepting and delivering advertising strategies for leading brands names. Tania is currently the Head of Social Marketing for the betting and gaming Company Coral. Joining Coral four years ago Tania has built their social media communities from the ground up.
Coral’s social marketing is award winning and regularly featured in the consumer and marketing press as best of category work. Tania regularly speaks at marketing, advertising, betting, mobile, and customer service conferences in the UK and Europe.


Simon Ruda, Director of Home Affairs and International Programmes, The Behavioural Insights Team

Simon Ruda, Director of Home Affairs and International Programmes, The Behavioural Insights Team  

Simon was one of the original members of the Behavioural Insights Team (BIT), joining when it was a team of just eight people, shortly after it was set up by UK Prime Minister David Cameron in 2010. As BIT’s approach demonstrated success and became more sought after, Simon was at the heart of the process that, in 2014, turned the small team into a social purpose company that is now working in many countries across the world, with offices in New York, Sydney and London and employs 65 highly qualified staff.

Simon has worked on the application of behavioural insights to public policy with numerous organisations, including UK Government departments, police forces, foreign Governments, the United Nations and the World Bank. He has managed several of BIT’s most influential policy trials, not just in the UK but also in Latin America and continental Europe and has lectured in behavioural science in many countries across the world. Prior to joining the team, Simon worked in the Prime Minister’s Strategy Unit. Other previous roles include a spell working in the Foreign and Commonwealth Office, focussing on Pakistan and the Middle East.

In both the public and private sectors, Simon has specialised in influencing consumer behaviour in a number of markets. Within Government, he has worked across a broad range of policy areas, including crime, alcohol related harm, tax compliance, economic growth, immigration and security matters. Before joining the UK Government, Simon was a consultant for a leading marketing strategy consultancy.

Des Benjamin, President, The Institute of Customer Service

Des Benjamin, President, The Institute of Customer Service

Having recently retired from his long term role as Chief Executive of Simplyhealth, Des began his ‘next career’ and is now serving as the President of the Institute of Customer Service, Chair of the Royal Hospital for Neuro-disability and Chair of Avanti Group Solutions Ltd.

Des says “I believe the way to run a successful organisation is through engaged and skilled staff who are focused entirely on doing the right thing for the customer. My success over the last 13 years as CEO of Simplyhealth in creating it and then turning it into one of the UK’s leading Health Insurers testifies to the robustness of this belief. At the Royal Hospital for Neuro-disability, the same is true. We help NHS patients who are in the worst possible of circumstances and the skill and dedication needed to do this is just remarkable. The organisations I am choosing to Chair today share common values in their leadership and in the spirit of how they operate, it is the only basis on which I believe long term sustainable success can be achieved.”

Outside of his obvious enjoyment of helping to create strong and sustainable businesses, Des rides his horse, immerses himself in photography, is passionate about classical music, plays tennis and walks his dog. But he says “My family come first. I am married to Nina (for 26 years) and have three sparkling offspring who gift me a wonderful sense of fulfilment”.

Graham Heald, Former director of retail and distribution, Homebase

Graham Heald, Former director of retail and distribution, Homebase

Having graduated in Biological Sciences at Hull University, Graham has spent the last 25 years in Retail, with the majority of that time being in direct customer facing roles. He is passionate about the development of service and has used these skills through change programmes with established businesses as well as through acquisitions in the United Kingdom, Jersey and Guernsey as well as through partnerships in Dubai and franchising in Great Britain.

He has been instrumental in step changing business performance through service development throughout his career.

Graham is the former Retail and Distribution Director for Homebase where he was responsible for the 326 stores estate as well as a nationwide distribution network.

Prior to this he held a number of positions at Waitrose, food shops of the John Lewis Partnership. These included Director of retail services as well as being Chairman and Director of Waitrose Jersey and Waitrose Guernsey.

Jo Moran, Head of Customer Service, M&S

Jo Moran, Head of Customer Service, M&S


Jo is head of customer service at Marks & Spencer. During her 22 years experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation.

In her position as head of customer service, she played a fundamental role in driving the recovery of the brand’s service proposition under the leadership of Stuart Rose. Her remit currently ranges from defining the standards of service the company wants to give its customers across all its shopping channels and points of contact for customers, to engaging colleagues on the importance of service through to measuring the results and acting upon them.

Jo's current focus is on planning and executing the customer experience across the entire organisation with the objective of defining and implementing a plan that delivers an appropriate brand customer experience whatever the contact with the company.

Jo is also the chair of governors for a local primary school, taking an active role in bringing her business skills to use in a different field. In 2003 Jo graduated with distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.