Two new appointments swell Ember’s consultancy team

PRESS RELEASE: Customer management consultancy, Ember Services, has responded to growing demand for its services with two new appointments to its consulting group.

Alison Nicoll, who has worked in the contact centre industry for 15 years and within financial services for ten, will specialise in contact centre transformation projects and the development of effective sales and service strategies. Sam Richardson, who has worked with leading technology businesses and with outsourced service providers, is specialist in customer experience improvement though technology adoption, channel optimisation and the implementation of lean strategies.

Commenting on these appointments Simon Foot, Ember’s Director of Consulting, said: “These additions to our consulting team reflect our clients’ growing desire to transform their customer management performance. With an eye on growth, businesses across the UK are keen to deliver a customer experience that sets them apart from competitors – but without breaking the bank. Our pragmatic approach, based on solid financial analysis as well as operational experience, can ensure that their customer management operating models are based on solid commercial foundations. Alison and Sam’s experience – between them they have spent 30 years in delivering change in the customer management industry – strengthens our ability to deliver.

Before joining Ember, Alison Nicoll held operational roles with Santander Business Banking, Freedom Finance, Money Expert, Amplifon and, most recently, the Federation of Small Businesses. She has been involved in change programmes to increase sales, seek out new commercial opportunities and to redevelop the customer journey.

Sam Richardson has worked with both Verint and Satmetrix supporting UK and European clients including Tesco, Lloyd’s Banking Group, Bloomberg, Teliasonera, and NN Group to deliver Voice of the Customer and NPS programmes. She has also worked with the international outsourced service provider, Webhelp, to develop its multi-channel capability, and with both Anglian Water and Vodafone.