MECC 2017
Speakers Profile


Hilario Fiandeiro

Hilario Fiandeiro

More than twenty years' experience, as a management consultant, operations manager and facilitator, across various industries, in the customer experience and contact centre space.

Focus exclusively on making customer-serving professionals more successful and customer service experiences less frustrating and more rewarding.

Responsible for developing and implementing business cases, performance frameworks and operational models that allow clients to manage their customer-facing environments more smartly.

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Rod Jones

Declan Francis

For over 30 years, South African born Rod Jones has been at the forefront of the global call centre, contact centre and customer service industry. He is a widely recognised subject matter expert and his 'World Class Contact Centre' seminars have been attended by over 3,500 delegates in 13 countries. Rod Jones is also recognised for his contribution to the international contact centre industry. He was the Founder President of the International Independent Contact Centre Consultants Association. He has also served as Chairman of the Direct Marketing Association of South Africa TeleService Council. In 2015 Rod Jones was awarded 3rd place in the category 'Most Respected Professional' by the international organisation, Call Centre Helper. He also serves as a strategic advisor to the South African Bureau of Standards Committee on Contact Centre Operational Standards and also to the South Africa ISO Standards (Customer Service) Committee. He is also a member and the current standing Vice President of the Johannesburg Chapter of the Professional Speakers Association of South Africa.

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Dr. Brownell O'Connor

Brownell

As an all-round Contact Centre expert and a native of the European Contact Centre capital of Ireland, Bronwyn combines unparalleled customer experience knowledge, insights and business acumen with a unique blend of "hands-on" international experience. Through many varied assignments in the region, over the last 20 years Bronwyn involvement in and knowledge of Contact Centre issues in the Middle East is unmatched. His frequent multiple re-appointments are testament to his endearing style and proven business boosting advice.


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