The Customer Experience Advisory Council
The Customer Experience Advisory Council is an international group of Customer Experience experts who advise Customer Management IQ on a number of strategic decision-making processes.
The Council provides meaningful help on a regular basis in many different areas, including agenda content, speaker suggestions, event structure, networking activities and more. Their abilities, experience, and knowledge have been carefully selected to ensure that as a group they provide Customer Management IQ’s Exchange events with well rounded and balanced advice. Sometimes questions will be posed to the group as a whole and sometimes individual members will be consulted alone, however, they each share an active and regular dialogue with Exchange Producers.
Your Advisory Council currently consists of:
Professor of Strategic Marketing & Director, Henley Centre for Customer Management
Henley Business School
Moira Clark is Professor of Strategic Marketing at Henley Business School as well as Director of Enterprise and Applied Research and Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and European companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. She has published widely on this subject and is co-author of Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation.
Moira is also a judge for the prestigious Sunday Times Customer Experience Awards. Her book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence. She is a frequent keynote speaker at many public and in- company seminars and conferences around the world. Moira joined Henley from Cranfield School of Management in 2005. Prior to her academic career, Moira was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International
Professor Morris Pentel
Customer Experience Exchange
Professor Morris Pentel runs one of the most respected consulting businesses in the UK with a track record based on successful work for some of the largest institutions in the world. He has been involved in the delivery of some of the most significant innovations in technology over the last 25 years winning a number of prizes. Morris also managed projects valued in hundreds of millions and been involved in a number of high profile service deliveries on a national scale. He has also influenced technology design and best practice for the delivery of contact technologies for nearly a quarter of a century.
Morris has hosted and spoken at numerous events and had many articles published across the world. He is regarded as a leading thinker in business science, pioneering both the cost modelling of customer experience and the use of social media. He is the Founder and current Chairman of the Customer Experience Foundation and is also the Head of the Institute of Contact Sciences and the Contact Foundation where he is developing Degree Courses in Contact Sciences with global educational partners.
former VP Global Customer Care
Laura is a customer support and operations executive with over twenty-five years of experience in both the telecommunications and internet industries. During a well-rounded career at BellSouth (now AT&T), Laura led teams in a wide variety of functional areas including sales, customer service, technical support and business strategy for both the enterprise and consumer market segments. She was also responsible for the development and successful execution of BellSouth's entire corporate customer service improvement program. In 2007, Laura joined Yahoo!, where she was responsible for driving and executing the global customer care strategy for Yahoo!'s 600M+ unique user base, and for improving the customer support experience across all channels (Help, email, phone, chat) for technical support, billing and abuse moderation. Laura is a summa cum laude graduate of Georgetown University.
Dean is an intellectual adventurer, social ecologist and scholar of the new world of work. He has an insatiable appetite for discovering how businesses can reinvent themselves, become more successful and increasingly contribute to society. His real gift is an ability to take complex information and present ideas in a creative way that makes them practical and palatable. He acts as a translator between the scholarly world and the practical business world and is a sought after speaker and consultant.
Dean spent 17 years working in marketing, innovation and strategy departments for leading global companies before starting TomorrowToday International. He has been Head of Group Strategy for AXA’s insurance business in Southern Africa and worked as a consultant on the McKinsey led team managing a large financial services merger.
On completing an MBA from Henley Management College in 2003, Dean decided to do something typical of someone from his generation (Dean is a Generation Xer), he went off in search of a new adventure. He bought an around the world plane ticket and became an underwater photographer for a team researching Minke whales off the Great Barrier Reef and later undertook the gruelling task of cycling around Madagascar raising money for charity. Dean now lives in leafy village of Barnes, London.
We are always recruiting for new members to join the Customer Experience Advisory Council, so please do get in touch if you think you could provide a complimentary level of expertise and advice, or would simply like to find out more about what is involved.
If you have a question for the Council, please let us know, and we endeavour to get their feedback to you at the soonest possible opportunity.