CEO & Principal Analyst
Robin Gareiss is CEO and Principal Analyst of Metrigy where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She focuses on digital transformation, customer experience technologies and best practices, and artificial intelligence and analytics.
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his eleventh year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Topics include emotive customer CX for customer interaction, customer service strategy, trends in contact centre technology, COVID triggered digital first agendas, automation and the human agenda.
CEO & Chief Analyst
Michael is a published author and thought leader on emerging trends in business software, digital transformation, and customer experience. In addition to his role at Arion Research, Michael is an advisor to G2 and Entercom.io, and Chairman at LocatorX. Formerly he was the chief research officer at G2, responsible for helping technology buyers use the data and insights in the G2 marketplace. Prior to joining G2, Michael led IDC’s worldwide software application research group and previously held executive roles with seven software vendors including Autodesk, Inc. and PeopleSoft, Inc. and four VC-backed technology startups.
Jaimy Szymanski is a research analyst, author, speaker, and advisor, focused on organizational change brought by digital disruption. Zeroing in on the impact of technology on customer experience (CX) and behavior, Jaimy advises corporate leaders in managing digital transformation efforts to reach evolving consumers and employees. Her recent coverage areas include CX automation, AI and machine learning, digital identity, the “future of work,” DEI initiatives, corporate innovation, AR/VR, and distributed autonomous organizations.
Injection Consulting Limited
Before setting up her consultancy Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky.
Since setting up Injection Consulting in 2015 Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for and an assessor of vendor technologies.
Owner and Senior Consultant
With 15 years of passion for customer experience, Julie Tano-Lawson has, over the course of her career, set up, directed and managed customer service, customer satisfaction and inside sales centers.
Julie is now the owner and a senior consultant at Cabinet-Conseil CX where she uses her expertise to help organizations develop a customer centric culture, build customer experience strategies and enhance contact center processes.