ACE Europe 2019 Speakers

Patrick Dennis
President and CEO, Aspect

Patrick is our leader, strategist, and key customer advocate. He has over 20 years’ experience leading technology businesses at major corporations such as EMC and Oracle. Patrick is a facts-driven leader that drives alignment across all aspects of the business to maximise customer success.

Michael Harris
Chief Marketing Officer, Aspect

Michael has responsibility for our Marketing and Product Management Teams. He has over 25 years' experience in the technology space with 15 years in senior executive roles where he successfully managed businesses, products, strategy, marketing and operations. Generating the big idea is only part of the equation for success, the execution phase is truly what delivers impact in the marketplace and with our customers experiences.

David Funck
Chief Technology Officer, Aspect

David has been a technology leader at Aspect for 20 years, responsible for software and cloud network architectures across the entire Aspect product set. He is an inventor and thought-leader with nine core contact centre technology patents issued during his tenure at the company. David is a problem-solver and attributes his success to spending more time collaborating with customers than tinkering in the lab.

Michael Kropidlowski
Director, Product Marketing, Aspect

As a Director of Product Marketing at Aspect, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer experiences enabled through omnichannel contact strategies and workforce optimisation.

Michael has more than 30 years of experience in the customer service and contact centre industries and joined Aspect in April 1999.

Phil Anderson
Director, The Forum

Beginning his career in contact centres in 1999 with Gold Medal Travel, Phil has been involved in all aspects of resource planning, managing an outbound sales team and specialist sales teams whilst developing a successful KPI management tool and bonus and incentive scheme. In 2009/10 Phil had a fantastic year, completing two years of study for his advanced certificate in resource planning, winning a contact centre innovation of the year award and also becoming one of the first winners of the planning hero award.

Always keen to develop new ideas and believes anything is possible with the right motivation and communication. “Don’t just set goals, but create a plan to achieve those goals; a worthwhile goal takes time to realise and will not happen overnight; review your progress on a regular basis and repeat what works well.”

Keen to develop and promote innovative and new areas of planning whilst ensuring best practice with ”Brilliant Basics.” "The opportunity to develop my own knowledge and skills whilst supporting and encouraging others was one I had to take. The Forum had already helped me to develop and now it’s my turn to support others in the same way whilst adding a new dimension to The Forum team."

Chris Lindley
Director of WFM and Omni Channel, Barclays Bank

Chris Lindley is the Omni Channel Workforce Management Director for Barclays Bank in the United Kingdom. With 18 years of leadership and Workforce Management experience, including previous roles of senior responsibility across Finance and Change Management, Chris' present position sees him partnering daily with worldwide multi-channel leaders to support the delivery of headcount and capacity planning, customer demand forecasting, service delivery and optimisation of all customer contact, self-serve and automation. Chris is based out of Barclays Wavertree (Liverpool) Contact Centre and is the principle UK business stakeholder for Barclays WFM, their Omni-Channel Strategy and the bank's transition to cloud.

Mark Lockyer
Sales Director, CallMiner UK

With 20 years in the ever changing Contact Centre and Client Engagement spaces, Mark has worked with some of the largest Global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing Agent and Customer Evaluation together through the power of Speech and Engagement Analytics Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Directline, Teleperformance, HSBC, TeliaSonera, BNP Paribas.

Andrew McMillan
Former Head of Customer Service, John Lewis Partnership

Andrew McMillan is an expert on employee engagement, customer experience and the leadership and culture required to create and connect the two. He spent 28 years working for the John Lewis Partnership and now advises organisations of all types and sizes, helping them to identify and develop a brand personality and to re-establish the core values that led to their success in the first place.

Andrew looks at the roles of leadership, communication, trust and enjoying work in creating success. He helps organisations join up their own internal dots to create their unique link between employee engagement and consistently great customer experience.

Mark Pavlides
Global Director of Customer Service, William Hill

Mark has spent more than 25 years transforming, leading and developing customer facing teams of over 1,000 FTE across airlines, insurance, health and gambling industries. Working within regulated and dynamic industries, Mark has excelled at delivering major business change programs to provide multi-channel customer experience at an award-winning level. He enjoys the complexities and challenges of setting up and managing subsidiary operations as well as transforming existing operations. In his roles, he has lived and worked in Australia, Asia and Europe, for major global brands such as British Airways, Qantas, AIG and William Hill.

Nick Rowe
Customer Success Director, CallMiner

Nick has been with CallMiner for over five years, initially joining as a Business Analyst before becoming Analytics Manager and now Customer Success Director, focusing on enabling clients to get the most value out of speech analytics. Prior to CallMiner he spent twelve years at Nottinghamshire Police as a Senior Intelligence Analyst and then Resource and Performance Manager within the Contact Management department.

Connor Shaw
Group Head of Omnichannel, Hoist Finance AB

Connor Shaw is an operational and technology specialist with over a decade of successful experience in the financial services industry including HSBC and now Hoist Finance. Connor has orchestrated major process re-engineering and business transformation projects throughout his career to optimise technology platforms to deliver desired business goals. Most recently, Connor is working on a major automation initiative to improve collections efficiency and frontline colleague performance utilising the full extent of Aspect’s product portfolio, both on-premise and in the cloud.