Our people
Derek has nearly twenty years experience in customer service management and a proven track record of delivering business results in high volume and complex environments, whilst leading individuals and teams through change, creating performance based cultures.
Formerly a Head of Customer Service at AXA, Derek has worked with global organisations, assisting them in delivering sustainable improvements in customer service and leveraging greater value from their outsourced partnerships.
Derek specialises in improving customer service, increasing retention and cutting costs. The company’s impressive client list spans many sectors including financial services, charities, retail, travel, distribution, outsourcers and customer relationship service providers.
Derek is a resident columnist for Customer Strategy and has contributed to Money Market, CustomerFirst, Telegraph Business Club, IoD Hertfordshire, SpringFair, Mortgage Finance Gazette Catalogue E-Business and Start Your Business. He is also a keynote speaker and has been invited to speak at the Growing Your Own Business Exhibition and the CCF Round Table.
Derek can provide expert advice on a range of subjects including topics such as why customer service makes a difference to the bottom line, how to avoid failures in customer service, building new operations to ensure you deliver on your service promises, improving customer service and reducing costs at the same time, how to retain profitable customers, whether outsourcing is the right answer, selecting and managing the right outsource partner, measuring the impact of outsourcing on the customer experience and leveraging value from outsourcing.
