CEO, The Institute of Customer Service
Joanna joined The Institute of Customer Service as CEO in 2009 from the Chartered Management Institute, where she was Director of Marketing and Corporate Affairs for 4 years. She previously held director roles in brand and business consulting and was both head of group marketing and strategic executive to the director-general at City & Guilds. Joanna also has over eleven years’ experience in the financial services sector. She focuses on demonstrating a clear link between employee engagement, customer service and organisational performance and has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity. As a result Jo is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.
Captain Gary Barrow
King’s Royal Hussars, British Army
Having joined the Army at the age of 17, Gary has progressed through the ranks to regimental sergeant major at the age of 35, before making what remains the unusual step of promotion through to commissioned officer status, leading to his current rank of captain. It is a 22 year career progression that gives Gary a total view of life in the army across the ranks and a range of hostile and peace-time landscapes.
Through eight operational tours including; Northern Ireland, Kosovo, Bosnia, two tours of Iraq, and three tours of Afghanistan, including in 2007 when he was shot and wounded in his left shoulder and RPG (rocket propelled grenade) fragmentation to his legs. Gary has very first-hand experience in mission planning and execution of operations across a diverse environments, from hostile isolated forward operating bases (Afghanistan 2010 and 2012), to the design and execution of high profile civilian-military events across the UK, requiring vast logistical and administrative planning and liaison with the civilian authorities. In each of these, the delivery of clear objectives, support of his team and the servicemen and women he leads has, on occasion, been critical.
Throughout his career, serving the needs of a diverse range of stakeholders, to maintain their trust, loyalty and support have been essential; the welfare of the many soldiers under his command, civilians in conflict zones, senior officers, base camp local communities and civilian authorities. Effective execution of his duties successfully has required a broad range of skills including; the ability to meet tight deadlines, identifying and managing risk, the capacity to manage teams, tact and diplomacy, strong communication skills, self-discipline, integrity and a capacity to look forward at the wider picture. All skills developed in the military but as essentially the business and corporate community if success is to be delivered.
Former - Director of In Flight Services, Virgin Atlantic
Linda Moir has worked in a number of high profile businesses that have developed extraordinary reputations for outstanding customer service. In 2012 she led the front of house Event Services team at the London Olympic and Paralympic Games where 15,000 volunteer Games makers hosted 9 million spectators. As Virgin Atlantic’s Director of In Flight Services she was responsible for the airline’s award winning service. She combines a unique background in HR and customer service management to deliver exceptional performance through people.
During her five years at Virgin Atlantic she oversaw significant business growth whilst consistently driving the Virgin Atlantic service promise of ‘Brilliant Basics, Magic Touches’ With the support of Sir Richard Branson she revised the recruitment, training, promotion and performance management of 5,000 Cabin Crew that led to the highest recorded customer satisfaction scores.
Before joining Virgin she was HR Director for National Air Traffic Services during the period of transition from public to private ownership. She started her career at British Airways and was involved in the organisation’s transformation to a customer led business.
‘Linda can demonstrate how the connection between high levels of staff engagement leads to increased customer satisfaction and business success’
Managing Director, Pebley Beach
Threlfall has been with the business for almost 25 years having started as a caretaker for a petrol filling station in Swindon. He soon moved on to undertake a wide range of other tasks including centralising administration functions and stock control, which saw the business grow to six petrol sites in the area. In 1997 Threlfall became involved with the car retailing side of the business, taking full responsibility by the end of the year, which at the time sold just 80 cars a year but within four years it was the second largest Suzuki business in the UK. The business went from strength to strength under Threlfall’s direction and since 2011 has operated both the Hyundai and Suzuki franchises under one purpose-built roof.
Principal Consultant, Automotive, Frost & Sullivan
Catherine joined the Automotive industry 10 years ago, specialised in Electric Vehicles and saw how much the industry can change in a few short years. Now focusing on the future of Automotive Retail and Aftermarket at Frost & Sullivan, Catherine works with Vehicles Manufacturers, Dealer Groups and Technology providers to help companies understand what the world will look like in the future and support them with growth strategies to achieve their potential. Catherine has written white papers and articles about the Automotive industry and the future of Automotive Retail as well as working with clients to map out future/ digital customer journeys, review the retail network and pave the way for change in the way cars are bought and sold.
Vice President Automotive, MaritzCX
Andrew is VP of MaritzCX, a leading provider of CX solutions, with responsibility for helping automotive clients launch global and regional CX programmes and maximising the value of those programmes.
Andrew worked for Jaguar Cars and Ford Motor Company for over 12 years in Europe and North America before moving to establish an automotive operation for Synovate in Europe. He has been with MaritzCX for three years and currently has responsibility for automotive accounts in Europe and Asia Pacific.
Andrew has a Bachelor’s degree in Business Administration and is a full member of the Market Research Society.
Outside of work, Andrew lives on a smallholding in Suffolk and owns a 1966 MG Midget which he describes as a black hole into which you pour money.
managing director, Redspy
Jay has been associated with the car industry since working for Porsche in the late 1980s. Through the 1990s he worked as a consultant and industry commentator and set up his own consultancy, Redspy, in 1998. Redspy supplies market analysis and forecasting to car manufacturers, as well as developing websites for car dealers. Since 2014, Jay has also been contracted by the UK government to promote the UK as an investment destination for the global car industry.