Founder of first direct, Egg and Garlik to speak at Call Centre & Customer Management Expo

Mike Harris, the man behind the UK’s most iconic customer service operations, is set to deliver a keynote address at Call Centre & Customer Management Expo on 2nd-3rd October 2012 at London, Olympia.

The founder of first direct, egg and Garlik, Mike Harris will discuss the role of leadership in building iconic customer service within the Customer Service Excellence Arena on 2nd October, and attendees to his session will hear:

• why so few organisations achieve the iconic customer service status to which other organisations aspire
• how first direct became a symbol of customer service excellence within just 6 months of its launch – and has maintained it through 23 years of growth
• how first direct has coped with radically changing technological and societal conditions
• the enduring principles of customer service which the leadership team at first direct applied and which Mike has applied as a leader at Mercury, Egg and Garlik and as a consultant and mentor to RBS and numerous digital-age entrepreneurs

The brand new Customer Service Excellence Arena will bring together experts, industry practitioners, and notable luminaries to celebrate contact centres as a driving force within the UK. Other speakers within this arena include Dr Moira Clark, Director of the Henley Centre for Customer Management at Henley Business School, Warren Buckley, Managing Director of customer service at BT, Martin Hill-Wilson, CEO of Brainfood, Brad Cleveland, founder and executive consultant at ICMI, plus many more.

Also taking place on the show floor is the high-level, case-study-led Call Centre Focus Conference. The prestigious Call Centre Focus Conference offers high-level strategic sessions, which showcase learning experiences to inspire the very best ideas and forward-thinking conversations. With speakers from organisations such as goflbreaks.com, Lebara, Barclays Wealth, Ernst & Young, Wokingham Direct, Shop Direct and The Office for National Statistics, you are certain to hear some unique stories that you won’t find anywhere else.

With a fantastic range of features to give you a great event experience, this year’s Call Centre & Customer Management Expo will help you to source new products and services, learn about new and innovative best practice, all whilst having access to unrivalled networking opportunities. It also means you can save valuable time by addressing all your performance improvement requirements over just two days out of the office.