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Lisa Hulme-Vickerstaff
Lisa Hulme-Vickerstaff
Head of Customer Service Research - O2

Session: Details TBC

Lisa started her career in BT Mobile in front line customer service and moved to BT Cellnet Marketing as a Research Manager. Lisa is responsible for all O2 Customer Service research programmes running a number of large tracking surveys and numerous bespoke ad hoc surveys to get a greater understanding of customer experience and expectations.

Lisa is training to complete her first marathon in May 2010.

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Paul Elkington
Paul Elkington
Head of Customer Service Desktop and Telephony - Telefonica O2 UK

Session: Details TBC

I started my project career as a delivery change manager and then progressed to spend many years delivering "the IT project", both as an internal project manager and as a project consultant.

As a Technical Project Manager, I was constantly frustrated by not being able to drive out the benefits of the technical deliveries for the sake of a little extra time or funding from the client, which left both the supplier and the customer disappointed and benefits unrealised.

Now as the customer programme manager, I'm able to set the agenda of benefits delivery, and I ensure that excellent people change management and professional implementation are driven through the programme, and that real and measurable benefits are driven out.

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