mdowson

Martin Dowson is Head of Service Design Strategy at Lloyds Banking Group. He jokes that after 15 years in the world of consulting (Accenture, Comotion) he has finally got a ‘proper job’ - client side.

Martin studied Computer Science, AI and Psychology at University (but only completed the Psych) before going on to design some of the UK’s very first large scale consumer digital experiences (Sainsburys To You, Barclays Banking) and support the transformation of major organisations like Virgin Media and Kodak into customer-led business.

He says he has grown into the moniker of Service Design - combining his skills in Psychology, Design, Insight, Organisational Design and Strategy. Most interestingly he has experience both being agency and client side which has led him to some unique insights into the state and value of Service Design in the UK.

adrianswinscoe

Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and smaller businesses helping them engage with their customers, build their customer retention and improve their service and customer experience.

Adrian is a huge fan of organisations that do great things for their customers and their people. He enjoys using research, stories and human insights to help create change and better results for his clients. Overall, he's a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Adrian has an MBA from Cass Business School, City University as well as an MA in Economics.

He’s also recently published a new book: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson)

Annita holds a PhD in computer science with a particular focus on participatory design and learning through user-centric approaches. She is currently at Telenor Group, where she has held different leadership positions in service marketing and has been the driving force for building service design and design thinking as strategic capabilities.

She also heads up service design at the Center for Service Innovation at the Norwegian School of Economics (NHH).

Wim has over 15 years experience in leading Customer Service and Marketing projects, and Departments. He is currently leading the Customer Analytics, Customer Experience and Brand Management efforts for two major brands in the Dutch market: Delta Lloyd and OHRA.

Wim has over 10 years of experience in Marketing and Services in an international environment and 10+ years in leading (part of) a Business Unit/Division in both B2B and B2C environments. He speaks regularly at (International) conferences and is a guest teacher at several Post-MBA and MSc programmes on marketing, (service) design and Customer service. In 2012 he was awarded “Prof of the Year” by the Dutch School for Customer Management, a private Business School.