PRESS RELEASE: Customer management consultancy Ember has responded to growing demand for its services with two further appointments to its consultancy and analytics teams.
Dave Fairman, a specialist in workforce planning and forecasting, joins Ember from Eurostar, where he was responsible for business continuity across the commercial business, a role that involved staffing the company’s complex multi-channel and multi-lingual customer service operation. Managing union negotiations to revise staffing rosters, he delivered above target budget reduction and improved customer satisfaction scores in 2015. Before joining Eurostar in 2007, he supported client implementations and relationships for the workforce management technology provider GMT (acquired by Verint in 2011).
Ember’s Director of Consulting, Simon Foot, comments; “David’s experience as a workforce planner in challenging multi-channel environments, coupled with his deep knowledge of the WFM technology arena, means he has ideal skills to advise our clients who are revising their operating models to accommodate digital alongside traditional channels.”
Sumeet Maru is a contact centre analytics and insight specialist with over 10 years’ experience. He joins Ember’s analytics team from the highly reputable Kaplan International College, which operates over 50 teaching locations worldwide, where he automated insight and reporting processes across sales, marketing, customer service and finance. In previous analytics roles he worked with Simply Digital, Pearson Educational, Carphone Warehouse, DeVere and Sitel.
“Throughout his career Sumeet has worked with business leaders to develop analytics-driven dashboards to support efficiency and performance improvement,” says David Naylor, Ember’s Director of Analytics. “On our behalf he is now supporting insight projects for Which? and the financial services business, EMCAS.”
These two appointments bring to a close a year of growth for Ember in which it has added eight members to its teams in order to support growth in its client business of over 20%. “In addition to growing business from existing clients we have added significant new brands to our portfolio, laying down a firm foundation for further growth in 2016,” comments Simon Foot. “Organisations are taking action to restructure their customer management operations in order to manage the complex multi-channel service demands of their customers and we are delighted that they are turning to us for support.”