industry awards were judged by seven in-house journalists and
editors at VRL KnowledgeBank as well as three external judges (see
below). The awards ceremony itself was also supported by two
sponsors, KANA and Wrightson Woods. Thanks go to all who helped run
and support the event.
David Cavell, consultant
Formerly a member of the general management team of the highly
successful Co-operative Bank, David has led or supported a range of
strategy and implementation projects including branch network
development, advanced self service programmes and direct banking
operations for consumers and SMEs.
Go deeper with GlobalData
He has worked for clients in the UK, Europe, the US, the Middle
East, Africa and Asia-Pacific, including banks, mutuals, finance
companies, new entrants and key industry suppliers. He has gained
international recognition for his work, including an award for
innovation in self service.
Since the late 1990s, David has researched and written several
collections of case studies on the role of the branch in the 21st
century, network development, and self service banking for VRL
KnowledgeBank. A 2006 report covered the subject of SMEs. He has
also developed similar publications for the payment card sector
infrastructure.
Ken Howes, Edgar, Dunn & Co
Ken Howes is a director of Edgar, Dunn & Co (EDC), a global
management consulting firm that specialises in the financial
services and payments sectors. Before joining the firm in 1996, Ken
spent 26 years with Midland/HSBC bank where he held a range of
executive management positions including head of global cards,
electronic banking director and head of payments strategy and
emerging markets. Ken, who has had broad experience in retail
banking, payments and e-commerce, has been closely involved in a
number of major developments in the payments business.
Within EDC, Ken, who is based in London, has led high profile
assignments for blue chip organisations. These include product,
marketing, competitive and international expansion strategies and
due diligence projects. Within the payments business, Ken has key
client relationships with payment associations, card issuers, card
acquirers, processors and technology vendors.
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By GlobalDataFrancesco Burelli, AT Kearney
Francesco is a manager with the Financial Institutions Group at AT
Kearney in London, specialising in strategic and operations
planning, customer value management, distribution channels and
performance improvement. His experience spans from small regional
banks in continental Europe to major international institutions
including payment schemes and processors.
Before joining AT Kearney, Francesco was the head of the European
Cards Payment Practice for a boutique financial services
consultancy and, before that, was with HSBC. Among many
qualifications, he holds the Bank Card Certificate from the British
Chartered Institute of Bankers and an MBA from a top tier business
school in Italy. Francesco is a member of the VRL KnowledgeBank
editorial board for cards, payments and consumer credit, publishes
regularly on retail finance and credit cards and is an active
speaker at industry events and international conferences.
Great customer service leads to increased customer loyalty. KANA’s
multi-channel customer service solutions help you create memorable
and positive customer experiences over any communications channel.
KANA’s integrated solutions allow you to deliver consistent,
quality service across all channels, including e-mail, chat, call
centres and web self-service, so customers have the freedom to
choose the service they want, how and when they want it. KANA’s
award-winning solutions are proven in more than 600 companies
worldwide, including approximately half of the world’s largest 100
companies. For more information visit http://www.kana.com/
Wrightson Wood is an executive search and resourcing consultancy
focused on the consumer services sectors. Established in 1978, the
firm is celebrating its 30th anniversary. Having structured and
redirected our activities over the last few years, we work across
retail financial services, retail, telecommunications, utilities
and the leisure/travel sectors. We adapt our approach to address
the subtleties of mature and emerging markets and the needs of both
established and start-up businesses. Well networked at senior
levels within our specific markets, we also have particular
expertise in key technical skills such as human resources, CVM and
credit risk.
