Gary Fox Bio

Case Study: Driving profits and brand reputation through an integrated customer experience

Organisations recognise the importance of customer effort and the relationship the customer has with the brand over multiple touch-points. But how can you make the most of every interaction and what more can be done to aid today’s digital customer? This not-to-be-missed session looks at what’s most important to the customer and how you can meet their ever increasing expectations:

• What differentiates a great customer experience from an average one?
• How do you overcome the challenges of brand consistency across multiple touch-points?
• How do you balance user expectations against company goals and strategy?

Gary Fox
Global Customer Experience Director
Dell

Panel Discussion: Is social media still trending or simply an unwanted friend request?

The last few years have seen a meteoric rise in the number of social media users, and it has undoubtedly had a huge affect on customer feedback, with one report citing “90% of online consumers worldwide trust recommendations from people they know and 70% trust consumer opinions posted online” (Nielsen). Organisations cannot afford to ignore these facts as negative comments threaten to impact profits globally. But, with a complex supplier market, who can you trust and ultimately, what changes should you expect to see? This expert panel explores the minefield that is social media, seeking to address such concerns as:

• Is social media monitoring and sentiment analysis the answer to your prayers?
• Can you integrate social strategy with your existing framework, and if not how can you affordably address this?
• What results can you realistically expect to see in the first 12 months?

Gary Fox Global Customer Experience Director Dell	Ben Kay Head of Digital Strategy & Adoption Everything Everywhere
Jonathan Browne Senior Research Analyst Forrester Research

As the Executive Director of Customer Experience for Dell worldwide based out of the UK, Gary runs the Global Customer Experience Team, responsible for the development, planning and consistent implementation of Voice of the Customer programs covering all countries, segments and functions. Across a global workforce of nearly 100,000 Dell employees, the team acts as partners to the respective Leadership Teams regarding all customer experience improvement initiatives. Passionate about customer experience, Gary and his team have nurtured the evolution of Dell’s Customer Experience program to focus on delighting customers as measured by the Net Promoter Score.

Gary has over 12 years of experience at Dell, having held a variety of positions including head of their UK and Ireland Call Centre Operations in Dublin. Prior to his current role at Dell, Gary was UK Director of Operations, supporting the Global, Corporate, Public and Medium Business segments. Before joining Dell in 1998, Gary worked extensively in the Finance and Banking sectors across the UK.