Gareth Walsh (Past Speaker)

Gareth is an experienced and proven Customer Service professional, with a proven track record of leading and embedding change initiatives across a variety of industries and organisations. As well as managing distinct technology and process improvement implementations, he is adept at creating new Customer Service functions to meet the evolving needs of an organisation’s customers. Currently, as Director of EMEA Customer Service for Smith & Nephew, he is leading a regional shift in the function, focussed on the three key areas of people, process and technology, always with the customer needs at the heart of the change. The largest challenge is to represent the culture of customer centricity to all levels of the organisation, whilst maintaining a seamless transition to external customers. He sees the need to create intimacy at the correct stages of a customer’s journey as the critical next step of development.”