The Changing Face of the Contact Centre
– 1 Year On…

In partnership with the UKCCF.

Wednesday 19 May at 10:30am

‘Come out fighting from lockdown – contact centre strategies & lessons learnt’ – The mix of people, process, technology & the market

With the current climate, many businesses have been forced to work remotely. A year on, how has customer experience changed? How have companies managed to meet new changes? Has technology accelerated in innovation to meet the expectation?
Join our expert panel who will provide a broad view from different lenses of the impact of the past year and how survival and growth were achieved.

Date and time: 19 May, 10:30-11:15

Register now or contact us if you have any questions about our event.

Our Expert Panel


    Hosted by Dave Glasgow, Strategic Alliances – IPI

Jason Roberts
CEO, Appropriate Consulting

Over 30 years’ experience across Retail, Logistics, Customer Operations, Strategy Development, Procurement and Large-scale Contact Centre Leadership, across both outsourced and in house operations. During my previous experience, working as a senior leader in both Customer Experience and Operational leadership roles within a major FTSE 100 & 250 business, I have had the pleasure to work with or alongside so many of the best business consultancies in the world including McKinsey, PwC, and Accenture, along with several more specialist teams at Ember Services, & MuSigma.

Each experience is one that I have learned from to help shape the support I can now provide to you. Driving thought leadership in the role of colleagues alongside digital innovation with a passion to do the right thing for our customers, I am known across the Contact Centre industry for challenging businesses to build a clear and engaging people plan, building retention and improving CX measures against a balance of tight cost control.

Julian has worked at the business/IT interface in organisations for many years, predominantly in manufacturing and supply chain industries before joining Hillarys almost 15 years ago. Whilst very comfortable with technology, it is utilising it to bring real benefit to the business that gets him most excited.

Julian Bond
Head of ICT, Hillarys

Natalie Keightley
Senior Director of Solutions Marketing, Avaya

Natalie Keightley is Senior Director of Solutions Marketing for Avaya and is based in Guildford, UK. In this role, Natalie is responsible for positioning and messaging of Avaya’s extensive portfolio to highlight and differentiate the business value of Avaya’s solutions and with customers, analysts, media and influencers in the marketplace. Prior to this, Natalie held various positions at Avaya and Nortel including Solutions Marketing Lead for Avaya’s Customer Experience Management portfolio, and Global Product Marketing Director for Nortel’s Contact Center portfolio.

Natalie’s 25 year career in IT and Telecoms has focused on helping businesses deploy IT and Communications solutions to achieve business results and covers business analysis, strategy development, product marketing and IT consulting.

She holds an MBA from Henley Management College, UK, and a Bachelor of Commerce Honours from the University of the Witwatersrand, RSA.

Currently, as Founder and Managing Director of Marelo Ltd., her specific area of expertise is in the customer experience space and improving margin, retention, and loyalty for companies with call centres.

Previously Ms. Wells was Operations and Customer Service Director for, a Booking Holdings company. She was responsible for the staffing and operations of over 1000 employees serving both voice and digital channels in 40 languages. Prior to that, Ms. Wells worked in the US at Advantage Rent A Car and Frontline Performance Group after graduating from Boston University.

She likes working with people who are passionate about exploring new ways of making things work better in continuous improvement environments.

Founder and MD, Marelo Consulting

Craig Farley
Head of Consulting, IPI

With over 20 years’ experience in contact centres, Craig spent the first half of his career in operational roles across the contact centre, with a particular focus on technology, resource planning and leadership. Since then, Craig has worked with leading brands across the globe, helping them utilise the latest technology and optimising their operational processes.

Craig now heads up consulting at IPI where we put our hands-on industry experience to good use by enabling our clients to provide exceptional customer contact to their own customers.