Bluelink (Prague)

Zanerva (Malaysia, Oman, Dubai, Saudi Arabia)


2013 & 2014







European Customer Experience World (22nd & 23rd May, London): Delighted to be chairing the social media stream.

Social influence (mid-April, London): Organising an event around social influence.

The Social Customer 2012 (29th March, London): Looking forward to speaking at this event.

Social Media World Forum Europe (28th March, London): Panel, Doing the basics well – The importance of governance in developing a successful strategy for social media

Social Business #2 (14th March, London): Delighted to be invited by Will McInnes to speak at the second Social Business session on social customer care.

Multichannel Contact Centres: Increasing Customer Value (28th February, London): Keynoting at this Inside Government event about optimising social media and web 2.0 technology.

Social Media Governance: Six Stories (17th February, London): I was organising this event which took place during Social Media Week London. The collateral for the event can be found here – db.tt/wsGtCQl5

Society of Consumer Affairs Professionals in Europe (SOCAPie) (25th January, London): Spoke at their Social Media Special Interest Group on the use of social media within customer service.




I started writing for Power Retail (Australia)

I was recently asked to write a guest post for Zengage, the blog for ZenDesk: Rethinking the definition of customer service


ZenDesk webinar (13th Dec, 10am PDT). Delighted to be asked to take part in the – Zen Masters of Customer Service webinar Series, featuring Micah Solomon, Peter Shankman and Joseph Michelli amongst others. My session is titled – Think mobile, act social…customer service gets off the camel.

Customer Service Training Network (7th Dec, London)

CCA Convention (8th & 9th Nov, Glasgow)

Sysomos, The 24/7 Customer Experience: Automating Customer Service Through the Social Web (Oct 25th)

Chinwag Live: When Customer Service Goes Social (5th Oct, London). Here ‘s a link to a video of the event – watch now. Must stop waving my hands around and also look a bit more interested in what I’m doing!!!

Social Media Governance Forum roundtable (September 28, London)

CCA IT Directors Forum (September 27, Inverness), The Impact of Social Media on Communications

Credit Today, Telecoms Conference (September 22, Blackpool), Using social media to improve customer knowledge and exploring how this can be exploited by credit professionals

Social Media Governance Forum roundtable (July 14th, London)

Privacy Laws & Business 24th Annual International Conference (July 13th, Cambridge), Data protection issues with social media

Embracing Social Media within the Contact Centre (19th May, 13:00 – 14:00pm, Webinar)

Social CRM Best Practices: Learn, Engage and Serve (12th May, Virtual Summit). Three sessions with speakers including Esteban Kolsky, Vanessa DiMauro, Dave Brock, Ernan Roman, Francoise Tourniaire and myself. I will be speaking in the third session with Francoise, about Integrating social media into your customer service strategy.

British and Irish Ombudsman Association Annual Conference (12th May, Loughborough), the role of social within the ombudsman framework

Digital Shoreditch, Gamification Workshop (4th May)

Institute of Customer Service Annual Conference 2011 (Day Two workshop, 22nd & 23rd March, London). I will be speaking about how social media is influencing behaviour within customer service.

TFM&A (Technology for Marketing & Advertising), The Social Customer (1st March, London)

Focus Customer Service Roundtable: Trends in Customer Service in 2011 (January 18th, 1pm PST, 45 minutes): Invited by @JustinFlitter to take part in this roundtable to discuss Customer Service Trends in 2011.  Delighted to have been asked along with Jeffrey Kingman, Roy Atkinson, Marsha Collier and Tristan Bishop.



Founding Council Member, BestServiceOne.com

I was recently invited by Bob Thompson, to become a member of the Founding Council for BestServiceOne.com, the customer service specific portal for CustomerThink.com. I am thankful to Bob for asking me and honoured to be in such illustrious company.


6Consulting: Customer service 2.0 (November)

Customer services in a social media world (November)

Customer Contact Association 16th Annual Customer Contact Convention (November)

Social media in financial services (November)

World Class Customer Contact Forum (October)

Welsh Contact Centre Forum (October) (Slidedeck)

Retail Systems Multichannel Conference (September). Overview of the event, with a description of my session within – ‘Delivering the goods’, starting from the 5th paragraph down.

Customer Experience Online Conference (IQPC)

Social Media Influence

European Customer Experience Conference (The Focus Group UK): Speaking about complaints in a social media world

eMetrics London: Keynote session with Antony Mayfield

Customer Contact Association, Leadership Forum

Brands Summit 2010 (Centaur): Social Media Focus Day

Customer Retention Masterclass (Marketing Week): Invited by Foviance to share the view from a corporate perspective

Media140 – Social media in London,  AudioBoo interview after the event with @lesanto


Using social media and online channels to deliver customer service: an interview by Dave Chaffey on Smart Insights

Crowdservice: The future of customer service (MyCustomer.com)

All Change: The four trends reshaping customer service (MyCustomer.com)

Social media customer service needs to be underpinned by empathy (Econsultancy)



Here’s a link to an interview I did – Digitally engaging:  Guy Stephens – with Richard Baker (@richard_baker) for his blog about social media customer service. Richard recently left Virgin Trains, where he was GM. At Virgin Trains Richard did a huge amount to promote the use of social media, particularly Twitter to engage with their customers.


I recently took part in the Fourth Annual Online Customer Engagement Survey (2010) run by cScape/Econsultancy. Here’s a link to a post I wrote about it.


I will be speaking at the next Digital Lounge on 25 November about social media and its impact on customer service. Find out more about Digital Lounge. It’s a great format made up of a twenty minute talk (no powerpoint slides) followed by ten minutes Q&A, and then the rest of the time meeting other members.


I was kindly asked by Econsultancy to speak at their Online Marketing Masterclass 2009, on November 18th, 16:00 – 16:30pm. I will be speaking about customer service in the age of social media.


Join me for the Complaints and Social Networking Webinar as part of National Complaints Day on 13th November where I will be part of a discussion forum run by CSN (Customer Services Network) looking at the role of social media within customer services.


Here’s a link to an article I was interviewed for about building your brand online through the use of social media – Build your band online. The article appeared in the Nov/Dec issue of Edge. The Edge is published by the Institute of Leadership & Management, and is the UK’s most widely read magazine devoted to leadership and management.


Customer service in 140 characters – a slidedeck I prepared as part of a panel discussion on social shopping for the Internet Retailing Conference 2009.


Here’s a link to a post I did for the Econsultancy blog – Gone Fishing: Seven tips for providing customer service via Twitter – which gives a few insights into my approach to ‘twittercare’.


I’ve also started up a group on LinkedIn – where social media meets online customer service. I started the group because, although the space was seeing a lot of activity, I couldn’t really find very much on the subject to read about in one place. The aim of the group is simply: To provide a space where ideas, observations, insights and opinion can be openly shared about how social media is changing and challenging how online customer service and help and support is or will be.


Here’s a link to a piece of research by Rebecca Jennings of Forrester about how Carphone Warehouse is using Twitter to provide customer service – The Practicalities of European Social Media Marketing: How European marketers should use social media to reach consumers.


I’ve also been fortunate enough to be asked to be on the panel and to speak at the following events: Retail Systems conference(September 09), Internet Retailing conference (October 09) and Econsultancy’s Online Marketing Masterclass (November 09).


Here’s an interview I did with Lance Concannon of Immediate Future, the online PR agency, about how The Carphone Warehouse uses Twitter for customer service. The following is a summary by Richard Young of some of the key points from the interview from another blog post – Carphone Warehouse’s Twitter Strategy.


Here’s a link to a cover story I appeared in on social networking and online communities by Scott Thompson of Retail SystemsYou snooze, you lose.


Here’s a link to an article I recently wrote for Econsultancy’s blog – When Twitter met Yammer. In the blog I share my insights on  whether there is a point at which Twitter (where our customers are) and Yammer (where our customer service agents are) come together in the provision of customer service.


I was invited to be a panellist on the Twitter Demystified session at Internet World 2009. Here’s an article by Linus Gregoriadis of Econsultancy summarising the event – Experts demystify Twitter.


#PRWIN – Carphone Warehouse gets social, post by Jon Wilkins on PR Media Blog, about his ‘social media’ customer service experience with Carphone Warehouse. Jon comments: CPW has certainly upped its game and not only is social media enabling the company to solve customer hassles, it’s starting the process of creating brand evangelists online. How valuable is that?!


Confessions of a corporate tweeter, guest post I wrote for the Econsultancy blog. It gives some insight into how I am set-up on Twitter. Seems to have been well received by readers thankfully. Here’s a post from Paul Wilkinson on his blog picking up some of the themes from the article.


What UK retailers are doing on Twitter, article in Retail Week giving examples of how various retailers are using Twitter, including how I use it at Carphone Warehouse.  This article also includes the following illustration – Twitter for Retailers: A beginner’s guide.


Carphone Warehouse signs up to Plebble by Will Patterson, co-founder of plebble.com:

“Last week Carphone Warehouse signed up to Plebble. Not only was it great to see another brand sign up but more importantly a brand which has such a poor service reputation. I met Guy Stephens, the man behind Carphone Warehouse’s move. He is the online help manager at Carphone and is doing a great job engaging with his customers. Guy is not only looking at Plebble but at other forums where he can engage with customers and resolve their issues. He is actively using Twitter to do this, check out his Twitter profile to see all the hard work he is doing.”


Carphone Warehouse – another example of a retailer using Twitter by Sarah Clelland [Snow Valley] …As well as posting ideas about online customer management, Guy is actively seeking out people on Twitter that are talking about Carphone Warehouse. He then contacts them and offers his support…


When Skittles met Twitter by Kerry Cappell [Business Week]: ‘A bold social media marketing experiment on the Mars brand’s home page prompted a lively debate at the fourth annual Social Media Conference.

‘With social media constantly evolving, it will be some time before companies figure out how to fully exploit its potential. Early adopters such as Guy Stephens, knowledge engineer for Carphone Warehouse, describe it as just another tool that a brand might use to engage with customers. “Understanding what motivates your customer and trying to meet that need is still key, regardless of whether you use Twitter, Facebook, e-mail, or pick up the phone,” he blogs. ‘


Carphone Warehouse on Twitter: Service with a Virtual Smile by Anjali Ramachandran. This is about one person’s experience of how a problem was resolved via Twitter.


Carphone Warehouse Twitters its way to customer service by Leon Benjamin, who I had the pleasure to work with for a very brief spell. This is about taking a leap of faith.


Here’s an interview I did with Graham Charlton of Econsultancy.com fairly soon after joining Carphone Warehouse about online customer service.