Professor Morris Pentel BA(Hons) MBA DBA is the founder and current Chairman of the Customer Experience Foundation. He is the current chairman of the Customer Experience Consortium and he is also the Head of the Institute of Contact Sciences and the Contact Foundation.

About the Chairman

Professor Morris Pentel runs one of the most respected consulting businesses in the UK with a track record based on successful work for some of the largest institutions in the world. He has been involved in the delivery of some of the most significant innovations in technology over the last 25 years winning a number of prizes. He has managed projects valued in hundreds of millions and been involved in a number of high profile service deliveries on a national scale. He has influenced technology design and best practice for the delivery of contact technologies for nearly a quarter of a century.

He has hosted and spoken at numerous events and had many articles published across the world. He is regarded as a leading thinker in business science pioneering both the cost modeling of customer experience and the use of social media. He is the founder and current Chairman of the Customer Experience Foundation and is also the Head of the Institute of Contact Sciences and the Contact Foundation where he is developing Degree Courses in Contact Sciences with global educational partners.-

I have been lucky enough to work with some of the largest players like Accenture Aspect BT Cap Gemini Cable & Wireless Datapoint Deloittes for some of the largest organisations in the world like Amex Barclays Capital One & Lloyds TSB. I was also one of the founders of the Institute Of Contact Sciences which looks at the psychology and impact of contact as well as technology.

If you have a question then please contact me at mp@customerexperiencefoundation.org

CIO Technology Director and Member of The Foundation Board

Nigel is a leading Customer Experience Consultant and the former CIO of Direct Banking at Lloyds TSB and an expert in use of Contact Strategy & Technologies. He specialises in Customer Experience Technologies including Telecommunications and Call Centre programme delivery for financial services.

He has worked in the retail financial services industry for 28 years. His last role as a CIO for the Direct Banking business in Lloyds TSB saw him bring innovation and change to the Direct Banking business while ensuring that award winning customer service was delivered.

In a distinguished career he has helped shape the nature of telephone banking in the UK as it is today. His approach has been shaped by practical hands-on experience in the assessment of new technology delivery & the use of innovation as a business differentiator. He has had a key role in the delivery of major technology programmes supporting thousands of seats, millions of customers and hundreds of millions of phone calls. Nigel is also the Chair of the Technology Committee and a member of the management committee at the Customer Experience Foundation.

Since joining the foundations board Nigel has helped define the key  technologies that will have the biggest impact over the next 3 years. Nigel is currently leading our research into the uses of Speech Analytics and our IVR Audit Programme  for customers trying to understand the role of IVR in Customer Experience.