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Don’t miss out on our live panel with leading industry experts Mark Lockyer, CallMiner, Martin Teasdale, Founder of Get Out of Wrap, and Bruce Skjolde, Alvaria, for an insightful discussion on ‘Mastering the Future of Proactive Customer Engagement’
They will strip away tech-heavy talk and focus on real-world examples, actionable strategies, and the organisational mindset shifts that make proactive CX a reality.
Key Takeaways:
Martin Teasdale started in call & contact centres as an agent on the phones in a Contact Centre in London following university and has stayed in the industry he loves ever since. Martin progressed in Operations from Team Leader, Contact Centre Manager, Head of Sales, OBTM Director through to a Senior Director of Quality Solutions before leaving employment to focus on his podcast and community as a solopreneur. Martin is passionate about the Call & Contact Centre Industry and helping others and it was this that led to Martin setting up the UK’s first podcast dedicated to this industry, called ‘Get out of Wrap’ in May 2019. Now at 150 episodes Get Out of Wrap has become a UK Call & Contact Centre institution. Martin has also created the Team Leader Community which is an online community for Team Leaders, managers and aspiring Team Leaders.
Bruce Skjolde is a seasoned contact centre expert with over 15 years of experience driving transformation across customer engagement platforms. Passionate about customer experience, Bruce specialises in delivering customer-centric outcomes through innovative technology, operational excellence, and strategic leadership. His expertise spans CCaaS, UCaaS, omnichannel solutions, workforce optimisation, and enterprise integrations, with a proven track record of enabling organisations to elevate service delivery and customer satisfaction.
With over 25 years experience in the fast-evolving worlds of CX and AI, Mark has partnered with some of the world’s most recognisable brands to deliver transformational change.
Passionate about keeping people at the heart of CX while embracing advanced technology for the right reasons, Mark believes this balance fuels progressive success and builds enduring partnerships. His career is built on driving customer-focused innovation, delivering exceptional returns on investment, and implementing next-level CX programmes.
Mark’s portfolio of successful projects includes work with industry leaders such as Dell, Orange, Ageas, Direct Line, Teleperformance, HSBC, TeliaSonera, E.ON, and BNP Paribas.
