HEAD OF CHANNEL MARKETING

Rob has operated at the forefront of leading-edge customer contact management since 1994, which has led him to design a suite of workshops and methodologies aimed at business stakeholders charged with understanding, and seeking to improve, their customers’ experience.   

Rob has worked for an interactive voice response (IVR) bureau, multi-channel contact centre, hosted application service provider and global Carrier, as well as partnering with specialist contact management software providers, such as speech recognition.  This rare blend of experience has enabled Rob to understand the end-to-end touch points in the multiple channel communications an organisation has with its customers – and the impact of each to either hinder or enhance customer experience.

Experience across vertical sectors is wide and varied for Rob, covering retail, travel, utilities, telecommunications, financial services, publishing, fast moving consumer goods (FMCG) and automotive, as well as within the public sector, especially to local government.  Client engagements have included Orange; Great Universal Stores; Grattan; Nokia; Ford; Tesco; M&S Money; thetrainline.com; Admiral Insurance; Northampton Building Society; AXA & Winterthur Wealth Management.

Contact Rob:  +44(0) 7747 561 656     RobS@empathy.co.uk