The Team

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Stephen Hewett, CNS Originator & Cx Guru

Stephen Hewett is the ICG Global Partner for the UK & a Thought Leader for Customer Experience (CX).
He is the creator of Customer Needs Solution (CNS) and Feedback to Change (FTC) methodologies. Both methodologies have been adopted across many different sectors in multiple countries ranging from government departments to a wide range of commercial organisations including Finance, Media, Retail, Hospitality, Health and Insurance.
He regularly speaks at industry events, has been an Expert Witness in the commercial Court and is the author of three books about customer experience.
Stephen is a Certified Customer Experience Professional (CCXP) and a Fellow of the Institute of Consulting.

Stephen formed iCustomer early in 2016, having worked for Charteris for 12 years.
Before that he worked at John Lewis, where he was Development Manager, Research & Expansion where he was responsible the development of John Lewis first e-commerce websites. Before his work in retail, Stephen enjoyed a career in aviation, where he held both management and flying roles.
Stephen lives in Buckinghamshire with his wife Carolyn. As well as his passion for business and the customer he is a keen reader of Science Fiction and a poor, but enthusiastic amateur photographer.
LinkedIn profile

Rudy Tambala, Digital Transformation & Tech

Rudy is a strategy and transformation professional with 25 years in digital, working in agencies, consultancies and client-side, from start-ups to global brands. He has helped organisations - across Health, Entertainment, Lifestyle, Consumer, Financial - develop their business’ through the adoption of digital mindset & technologies, automation and analytics, customer-centric thinking and lean and agile practices, for resilience in the face of disruption.

Rudy built the award-winning debut easyjet site in 1997, the first european site to feature online bookings.
He was a founding member and New Media Director for fuel-europe, one of the first ever eLearning companies, where he oversaw scores of developers in the creation of LMS’s and elearning content.
As Head of Digital at Virgin he launched one of Europe's first legal music digital download stores.
As Head of Internet and Innovation at Ministry of Sound he successfully devised and delivered for the group company brands, an omnichannel, D2C strategy and digital platform (marketing, social, eCommerce, apps), building and managing the marketing, design and development teams.
Pro Bono digital strategy advisor to Marie Curie cancer charity.
For the past decade Rudy has been a consultant, including digital strategy roles with Engine, Ogilvy, Aurora Health and Wipro Digital.

He loves doing music, painting, cooking and dog walking, but rarely simultaneously.
LinkedIn profile

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Jonathan Mindell, Operations and Strategy

Jonathan has 30 years of corporate experience in marketing, operational and P&L leadership roles, with the last five years in business consultancy. He has worked across multiple sectors including Healthcare, Pensions & Employee benefits, Consumer financial services, Business services, Hospitality, Travel & Leisure.

He has a strong record of improving profit and performance through business, operational and cultural transformation, and has a career-long focus on customer engagement and experience; over 20 years experience of contact centre, shared service and outsourcing/offshoring operations; 16 years operating in digital distribution and e-commerce. Lead consultant on programme to integrate Adult Health and Social Care in Kingston and author of ‘A New Way of Working for Kingston Health & Social Care’.

Roles include: Regional CEO and Business Consultant (specialism in Customer Experience - CX)
Senior Partner at Mercer, responsible for Outsourcing across Europe and Pacific region across healthcare and pensions administration
Group Managing Director, RCI Europe & Middle East
Head of Member Services at BUPA, the UKs largest Health Insurer (winner of European Gold Award for Call Centres)
Member of Corporate Advisory Board for Rainbow Trust. (a charity helping and supporting the families of terminally ill children)
Guest Lecturer at Brunel University – MBA Programme
LinkedIn profile

Mark White, Chairman

Broadcast expert Mark White has over 30 years experience in the television industry, including Thames Television, the team tasked with the launch of UK Gold and UK Living into an expanding Digital TV marketplace. Several years of commercial success, led to the team being chosen to drive the launch of the UK’s last national terrestrial TV Station, Channel 5.

Mark spent 14 years as an integral member of the Five management team and board of Directors, progressing through the roles of Exec Director of Sales to Interim CEO and Managing Director. He also led the launches of Five USA and Five Life, was fundamental to the establishment of Thinkbox, the TV marketing body and Clearcast, the company responsible for the clearance of all TV commercials, where he has been Chairman for over 10 years.

More recently Mark has been COO of the global photo experience company Picsolve who provide images for customers at attractions across the world such as the Harry Potter Studio Tour and Kennedy Space Centre.
Mark’s vast expertise also includes media consultancy work with companies including ITV, Sony, Fox, The Food Network, Distilled, Arqiva and Argos.
A Liverpool season ticket holder, Mark always puts his boots in the back of his car when he travels up, just in case Jurgen is a man short !

Melvyn Lesser FCCA, Finance

Melvyn qualified as a Chartered Certified Accountant in 1969 and has many years’ experience in both industry and commerce. Melvyn has held top finance positions in many companies, including RTZ associated companies, as well as CFO of a public quoted company. Melvyn started his own company specializing in management consultancy and accountancy for the Small to medium sized enterprise in 1989 and has taken stakes in number of his client’s companies during that time Melvyn has played an active role in the Harrow ACCA members network with a membership of over 6000 and was elected president in the years 2008 -2011. Melvyn specializes in budgetary and cost control and business mentoring as well as forensic accounting and tax compliance work for the insolvency industry.

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