Paul Mackenzie Director
Paul has over 18 years of contact centre management consulting experience; built upon a marketing and direct marketing background. This has involved working on and directing assignments with major global brands and government departments. Frequently this has been developing and evolving their contact strategies, outsourcing arrangements and contact centre performance and efficiencies.
David Leedham Director
David is a chartered accountant, having spent the last 16 years in customer management financial analysis and commercial management roles. He was a fellow Director at CM Insight and was involved in leading or supporting all commercial and financial discipline engagements, including the commercial structuring of all outsourcing and procurement activities.
Mike Havard Director
Mike has 25+ years in customer management strategy and operational delivery, with organisations including BT, TDG and Sitel. In 1998 he founded CM Insight, which became the market leader in customer management consulting and analytics, working on transformation assignments with champion brands worldwide. Mike works closely with many of the industry bodies and is an Honorary Life Fellow of the IDM.
James Milner Director, Ember Public Sector
James has more than 20 years experience working on high profile business transformation and sourcing initiatives for public sector organisations and private enterprise. Before joining Ember in 2013, he was Head of Contracts & Programmes for BBC TV Licensing, responsible for all of that organisation’s outsourced contracts. He is expert in both the purchase and supply of complex outsourced services and their ongoing management.
David Naylor Head of Analytics
David Naylor has been an operational leader and consultant in customer management and business analytics since 1995. With experience in many industry sectors and regions, he has a deep understanding of customer operations dynamics and financial drivers. He has led multi−national outsourced contact centre operations. He is an expert in change programme delivery, customer insight and analytics, social business strategy and Lean based improvement process.