Dominic Campbell is a digital government specialist and social innovator with a background in government policy, communications and technology-led change.

He is an experienced organisational change agent with senior management experience in implementing successful change initiatives within the local government sector, with a primary interest in emerging uses of new media and 'social' strategies to deliver public service transformation and social innovation.

Having spent five years in local government in London, Dominic established FutureGov in early 2008. A team of 20, FutureGov supports government – particularly local government – in the UK, Europe and the US to better understand new media and draw on social technology-based strategies and tools in the areas of business improvement and improved citizen engagement.

Dominic is also co-founder of several social web start-ups:
• Patchwork, a collaboration tool for multi-agency working, currently focused on children and families intervention
• Casserole, a peer-to-peer meals on wheels service
• Enabled by Design, a community of people interested in Design for All

Dominic was recently voted in both the top 50 most influential people in UK local government and top 50 most influential users of social networking site Twitter in the UK.


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Jo joined the Institute from the Chartered Management Institute, where she had been director of marketing and corporate affairs since July 2005. She previously held director roles in brand and business consulting and prior to that was both head of group marketing and strategic executive to the director-general at City & Guilds. Jo also has over 11 years' experience in the financial services sector.

Under Jo's leadership the institute has worked in partnership with its members and other stakeholders in realising the increased return on investment that excellent customer service can deliver and the role it can play as a motivator for those working within an organisation, enabling those organisations to keep their talent as well as their customers.

She also believes that by working to develop customer service excellence organisations will not only survive the current challenging economic conditions but will also prosper and help to lift the UK out of recession earlier than would otherwise have been the case.

Presentation: Excellence in Customer Service - Lessons to be Learned

When customers reflect on services they have received, they tend to apply the same criteria. It doesn't matter whether the supplier was a FTSE100 business, the local GP surgery or their bus driver, we do not differentiate in our appraisal. With around 6 million people employed within the public sector, its performance is critical to the success of UK Plc.
The challenges are immense as constraints increase, targets tighten and expectations rise. There is a strong case – which the talk will demonstrate – for focusing on customer service as a driver for success.

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Siobhan Coughlan leads on the transformation of public services, working with councils and central government to help ensure that local government is engaged in shaping how services are designed so these better meet the needs of different customer groups and communities.

Siobhan manages the Customer Led Transformation Programme that has funded 63 council-led projects to enable them to use customer insight and social media tools and techniques to better understand and engage with their customers, and to redesign services so that these are better targeted and more cost effective.

She set up and is responsible for the work programme for the Local Government Delivery Council. This body of senior council, government and voluntary sector representatives was established to help improve the ways that local and central government can work together more effectively on the service transformation agenda.

LGA has worked closely with central government and councils on the development and roll-out of the Tell Us Once Programme, which supports the citizen. It reports a bereavement or a birth once and that information is then shared with appropriate public sector partners. Siobhan represents local government on the TUO Programme Board.

She is supporting work on procurement to enable councils to jointly procure – reducing costs as well as increasing their buying power. She developed the Customer Service Peer Review and leads on the cross government work to highlight and share good practice on the Front Office Shared Services project.

Siobhan was a local government councillor in the London Borough of Hammersmith & Fulham from 1998 to 2006, where she was the Lead Member responsible for the Customer First Programme (Customer Services Programme). She chaired the IT Strategic Partnership Board with the council's IT partner and the council's Customer First Board, which developed and monitored the customer service work programme.

Presentation: Customer Insight: Engaging with the Local Community, Engaging with the Citizen

Why engaging with customers to better understand their needs and behaviour will help you design services that are better targeted, deliver real benefits for the customer and help reduce the cost to serve.

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Paul Eaves is Head of the Behavioural Evidence and Insight Team in HM Revenue & Customs.

Paul leads a multidisciplinary team of economists, market, social and operational researchers who help colleagues make better, evidence-based decisions based upon greater understanding of HMRC's many and varied customers. This team has identified opportunities that have saved the public purse millions of pounds and supported the development of increasingly customer-focused products and processes.

Paul has worked in his specialism for more than 25 years, having joined HMRC from the private sector where he held senior positions in telecoms and technology companies.

Paul chairs the public sector editorial board of the Market Research Society and is a very inactive member of MENSA and a shameless technology addict.

Presentation: How Investing in Understanding Your Customer Can Produce Cost-effective Service Delivery

Excellence in customer service can make organisations more efficient by targeting resources more effectively and avoiding waste. How can we use tools and techniques that help us to understand our customers to target our resources more effectively whilst, at the same time, improving the customer experience?

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Marty Beard is President and Chief Executive Officer of LiveOps and serves on its board of directors. Under his leadership LiveOps is capitalising on the cloud, social and mobile revolutions to transform customer service interactions.
Prior to joining LiveOps, Marty was President of Sybase 365, the global leader in mobile messaging and mobile commerce services. As President, he grew the division 150% and helped solidify Sybase's enterprise mobility leadership - a major reason for SAP's $5.8B purchase of the company in July, 2010.

Prior to Sybase, Marty worked at Oracle where he was an early advocate of e-Commerce services as Vice President of Oracle Online. In this role he was responsible for driving Oracle's e-business transformation, leveraging the web to improve customer sales and support.

He has served on the boards of directors for Harris Interactive and CTIA-The Wireless Association.

Presentation: Best Practices for Social and Mobile Customer Service

Citizen-to-government exchanges are increasingly happening in the social and mobile sphere. Right this second, your constituents are discussing your programs and services on social media using Twitter, Facebook and SMS. Are you listening, monitoring and engaging? We will highlight leading government organisations that have successfully transformed from traditional to cross-channel customer service to increase customer satisfaction, productivity and cost effectiveness across voice, email, chat, SMS as well as social networks such as Twitter.

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Owain Service is the Deputy Director of the Behavioural Insights Team. He studied social and political sciences at Cambridge, and has spent most of his career working on public policy in the Prime Minister's Strategy Unit. He has also worked for the foreign office in Brussels and for the National Security Secretariat.

Presentation: Applying Behavioural Insights to Public Policy

Owain Service is the Deputy Director of the Behavioural Insights Team, Cabinet Office and Number Ten. The team was set up in July 2010 with a remit to find innovative ways of encouraging, enabling and supporting people to make better choices for themselves. The team's work draws on insights from the growing body of academic research in the fields of behavioural economics and psychology which show how often subtle changes to the way in which decisions are framed can have big impacts on how people respond to them. Mr Service will discuss the successes the team has had in applying these insights to public policy areas across Whitehall as well as the various challenges the team has encountered since its inception.

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Neil Wholey is Head of Research and Customer Insight at Westminster City Council, and an experienced social researcher managing Westminster's public opinion research programme. He has also worked with a number of different local authorities on their own research projects through Westminster's trading company Westco. His work encompasses market research, analysis of customer data, behaviour change, media evaluation and customer segmentation. His team has won numerous awards including the PR Week award for research 2010 and the Association of Measurement and Evaluation in Communications (AMEC) in-house team of the year 2010.

Neil worked for Ipsos MORI before joining Westminster at the beginning of 2006, where he was also Head of e-Government Research. He is Chair of LARIA Council, which represents local public sector researchers, and leads LGinsight, which showcases local government research and provides insightful research findings that can be acted upon. You can follow Neil on Twitter @neilwholey.

Presentation: How to Get the Best Out of Customer Insight

The 'one size fits all' approach to public services is no longer satisfactory. Customer insight techniques offer the opportunity to reconsider current delivery and communication models to see how they could be better targeted to the needs of different groups of customers. What processes need to be in place for service providers to get the most out of customer insight? How do you turn information into benefits for service users? What can management do to ensure staff are engaged, committed and that CSE standards are embedded into the day-to-day culture?

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Nick Hague is a Founder and Director of B2B International, a specialist global business-to-business market research consultancy. He is also Director of B2B International's consumer research arm, Deep See.

With a particular passion for customer satisfaction and loyalty, Nick has more than a decade's experience of helping clients across every industry sector and geography imaginable to measure and improve the satisfaction, loyalty and overall experiences of their customers.

In 2011, Nick chaired 'Loyalty Beyond Reason', a conference that focused on securing customers for life. In early 2012, he completed a 12-day Customer Experience Master Practitioner Programme, to become one of the first 'Master Practitioners' as recognised by SOCAP.

Nick is co-author of best-selling industry textbook 'Market Research in Practice' and, as a regular writer on marketing issues, has had numerous articles and white papers on customer satisfaction appear in publications such as 'Marketing Week' and 'The Growing Business Handbook'.



Presentation: Improving Customer Experience – Lessons Learnt From The Private Sector

In the private sector it is self-evident that companies should try to satisfy their customers; they are the lifeblood of any organisation. Therefore companies either thrive, survive or go to the wall depending on how good they are at attracting new customers and more importantly, hanging on to them. The growing trend to switch focus from customer service to customer experience management and customer loyalty is a smart one and has certainly gripped the private sector over the last couple of years. Nick Hague will talk about how the private sector differs from the public sector and give some case study examples of what organisations are doing to measure, track and improve their customers experiences over time.

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Joe Goasdoué is Chief Executive of the British Quality Foundation (BQF), a corporate membership organisation founded in 1993 by the government and leading businesses, which is not-for-profit, independent and self-funding.

The BQF is the community for every business seeking excellent insights, tools and experiences to improve itself, and its membership is made up of hundreds of organisations, from large companies to public sector bodies and SMEs. It is a Primary Partner of EFQM and the only organisation in the UK that promotes and advises on business excellence. It does this by providing learning on a wide array of business issues through events and training, insights, and tools and techniques.

Before joining the BQ, Joe was a board director at ICL. Prior to that, he held a number of senior executive positions at British Airways, and was a member of its executive management committee.


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Ian has 21 years client–facing commercial experience which underpins his professional management career. After an early grounding in sales account management within advertising for EMAP and the Daily Mail Group, he moved into sales and marketing management with Optimus, a leading boutique full service agency. Here, Ian led on their largest accounts within the public and private sectors. Later, he moved to CambsTEC, then the Learning & Skills Council, where he gained valuable experience of the training and accreditation sectors.

In 2005 he joined Language Line limited as Sales & Marketing Director, a private equity backed business, leading them to a successful £24m trade sale exit 18 months later. Following this, Ian set up his own successful marketing consultancy specialising in supporting SMEs and the third sector.

At the office, Ian is responsible for turning emqc into the UK's best accreditation provider and business solutions organisation. Outside of work, he's responsible for his young family. Despite being over 40, he runs marathons for charity and he's utterly convinced his professional rugby career is just around the corner.


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