Mike has had 25+ years in customer management strategy, operational delivery and leadership roles, with organisations including BT, TDG, Sitel, CM Insight and Verint. He is currently a director of Ember Services, a strategic customer management consultancy focused on financial and performance analysis to support customer operations strategy and investment – helping organisations to determine ‘what better is’ and being unashamedly financial in perspective. He also sits as Non-Executive Director on the Boards of other companies in the customer management arena, covering anti-fraud technologies (Semafone) and skills optimisation technologies (Silver Lining) as well as advising the Boards of major outsourcing and hosted platform providers.
He also sits on the CCA Standards Council, where as a founding member, he helped establish the Global Standard for Contact Centres with the CCA. He is an Honorary Life Fellow of the IDM, where he also works as an Executive Board member on the Institute’s journal and on their Education Council. In addition to these roles, Mike also sits on the Editorial Board of the Journal of Financial Services Marketing. He has authored management textbooks in this area, and has had many thought leading papers published. Mike has been a trusted and influential advisor to many government departments in respect of customer management developments and their contribution to national economic health and effectiveness.
He is also likes to escape and do dangerous things in the mountains occasionally..