The Resolution Forum brings expert speakers and participants from across multiple industries to share their knowledge and insight with our delegates.
Confirmed Speakers & Panelists for the Resolution Forum
19th March 2020 - London
Head of Consumer Strategy & Policy at
the Financial Conduct Authority
Sarah McKenzie is Head of Consumer Strategy & Policy at the Financial Conduct Authority. Sarah’s department is responsible for delivering research and insight to ensure the FCA understands consumers, their needs, attitudes and experiences. Sarah also oversees the overarching FCA consumer strategy and cross-cutting consumer policy work including on vulnerability.
Sarah has over 15 years’ regulatory experience across various disciplines including supervision, projects, policy, innovation and market-focused work in retail and wholesale competition. Sarah’s work has had a consistent focus on identifying harm and delivering significantly better outcomes for consumers.
Sarah started her career at Lloyds TSB, firstly as a graduate trainee before moving into management roles.
Director, Helen Pettifer Training
Helen is truly passionate about Customer Service, having worked as a Customer Service Manager in the security industry, leading teams providing on-site support and call-centre services. She now runs her own Customer Service Training company based in Aylesbury, Buckinghamshire.
As a consultant and trainer, she brings advice and support to companies on both internal and external customer experience and engagement, with a specialism in supporting vulnerable customers.
Mark Earls is a pioneering and award-winning writer and consultant on marketing, communications and behaviour change.
He has written a number of highly influential books and articles like HERD and I’ll Have What She’s Having which apply insights from contemporary behavioural science to modern business and behaviour change challenges.
In particular, his work on the emerging social models of behaviour (social influence and social decision-making) are probably only 2nd by that of Mark Zuckerberg in making “we” vs. “me” popular and useful.
Head of Compliance, Ofgem
Richard started work at Ofgem in 2010 initially working on administration of the RO (Renewables Obligation) scheme and FIT (Feed-In Tariffs) across compliance and accreditation activities.
Most recently Richard has taken a position heading up the Retail compliance team in Ofgem’s London office. The team deals with supplier compliance across a range of issues and works closely with colleagues in Enforcement, Licensing and Policy to deliver better outcomes for consumers.
Before joining Ofgem Richard worked as a development chemist for a large pharmaceutical company.
Senior Manager of Behavioural Risk, RBS
Alison has worked for RBS for 14 years in a variety of roles including lending, customer complaints, risk and latterly Internal Audit. Alison is a Senior Manager in the bank’s Behavioural Risk team, part of the Internal Audit function. The specialist team uses a dedicated methodology to identify patterns and drivers of behaviour which could lead to poor outcomes for the bank and ultimately the customer.
Alison is passionate about performing innovative, insightful and impactful work with the team and influencing others to think differently about risk and the customer experience.
London School of Economic
Dr. Tom Reader
Dr Tom Reader is an Associate Professor and the Deputy Head of Department for research in the Department of Psychological and Behavioural Science. He directs the MSc in Organisational and Social Psychology.
Dr Reader’s work examines the relationship between organisational culture and risk management.
His research coalesces around the following issues: can employees within an organisation accurately and reliably assess its culture for managing risk, and to what extent are unobtrusive metrics (e.g. complaints, incident data, reports) a more insightful indicator of culture.
London School of Economics
Dr. Alex Gillespie
Alex Gillespie is an Associate Professor in the Department of Psychological and Behavioural Science at LSE and Editor of Journal for the Theory of Social Behaviour. He has published six books and over a hundred papers.
He is an expert on communication, divergences of perspective, misunderstandings, trust and listening.
He has been involved in developing several tools, including: the Interpersonal Perception Toolkit for Communication Disorders, GUIDE, and the Healthcare Complaints Analysis Tool.
Director, The Henley Centre for Customer Management
Prof. Moira Clark
Moira Clark is Professor of Strategic Marketing at Henley Business School and Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies.
Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.
Money Advice Trust
For almost three decades Caroline has championed the consumer and employee voice. Her background as a customer insight professional, complaints handling and consumer vulnerability expert across a number of industries has given her an excellent grounding in what makes for a good customer experience.
Formerly head of outreach and customer insight at the Financial Ombudsman Service, in 2017 she set up on her own to work with businesses and organisations as an independent consultant.
Caroline works with the Money Advice Trust as a Senior Subject Matter Expert (Consumer vulnerability and Customer Service), and in 2018 was appointed as a Commissioner to Energy UK’s Commission for Consumers in Vulnerable Circumstances.
Customer Relations Manager, Virgin Holidays
Hayley Craft is the Manager of Customer Relations at Virgin Holidays. She has been with the company for just over three years, transforming the way Virgin speaks to their customers, evolving the product and service delivery to provide a better customer experience.
She is fiercely ambitious and passionate about continuous improvement, whether that be in the work environment or personal life. She is a certified mediator and is undertaking a start-up business degree in her free time.