Who We Are
Wise heads, not closed minds
The Channel Doctors team are all highly experienced experts in their field. They know their stuff; they’re specialists, with established techniques and models, but open to new ideas and solutions.
When we work with a client we are dispassionate, but wholly engaged.
We use experience and insights gleaned from different sectors and situations, but in a way that makes sense for you. We’ll listen and learn from both your people and customers and then tell you how it is – and how to make it better.
Steve helps organisations improve their customer experience – usually by listening to those customers more closely along the way. He has worked with some great brands navigating complex channel environments, making them both simpler and more effective for his clients and their customers. Steve is Vice Chair of the Direct Marketing Association’s Contact Centre Council and is using his expertise in regulation and compliance to guide clients to commercial advantage through GDPR and data protection.
Isobel’s customer experience spans some 28 years, starting out in the late 80s when the concept of contact centres was born in UK. Isobel is passionate about CX, helping clients execute the best CX design using behavioural science and technology tools. Isobel is also working with Steve to break down the fear and uncertainty about GDPR and help clients make sense of the practical steps needed to be taken before 25th May 2018.
Brian started his career in the theatre and has gone on to share his presentation and communication skills with business leaders both in the UK and USA. After having worked for a large international corporate he developed a passion for effective marketing and went on to build one of the country’s most successful field sales organisations. He is mad about tennis and cycling and does both whenever he can.
Gary can help you to increase the value of your customer relationships, by targeting the right people, taking them on the right journey and giving them the right customer service experience. He knows about car companies, charities and retailers. He’s also very good at watching football.
Ian is a Customer Experience specialist who works with organisations to close the gaps between the expectations set by the brand and the reality of what the business delivers through its products, channels and service proposition. He’s also a Bradford City fan, but you can’t have everything…
The Other Steve
Steve has an abundance of customer service and change management experience gained at a senior level across both FMCG and Media. He has managed in-house and outsourced contact centres onsite and maximised SLAs with associated fulfilment suppliers. Recently, he has been working on one of News UK’s biggest ever change programmes. Outside of work Steve is a keen spotter of the best online travel deals around.
Nerys was in outsourcing for 18 years managing contact centre services for clients like Volkswagen, Vodafone, British Gas, National Apprenticeship Service and Sky. Practical and honest, Nerys helps B2B outsource partnerships flourish proactively. Delivering workshops, coaching, mentoring and consultancy, she will help you get your service to a much better place. Outside of working you will find Nerys obsessing about the Kings and Queens of Britain, treading the boards in her local am dram group or watching her son from the side-lines.
Roy has been involved in the Contact Centre arena for 30 years! He has worked for, and with, just about all of the major players and has also spent considerable time with the outsourcing community. What Roy doesn’t know about Contact Centres – and especially technology and telephony – is easily rectified by talking to his numerous contacts within the community.
To sum up
If we don’t think we can help, we’ll tell you.
If we know someone who’s better placed to help you with your challenges, we’ll put you in touch with them.
If you need a curious expert we think we’re your men or women. If you want the new graduate trainee to wing it then you’d better go elsewhere and pay more for the privilege.