Mark Smith Mark's pedigree spans twenty years of experience in retail banking. He is currently Director of Servicing Operations for Royal Bank of Scotland's retail markets - supporting 20 million customers across two brands. Previous roles include heading distribution channels at Lloyds TSB and being Chief Operating Officer of Barclay's UK Retail Bank. He has first hand experience of the inner workings, priorities, enablers and barriers within the private sector.
		Chief Constable Julie Spence OBE Julie Spence was awarded an OBE for her management of complex and contentious organisational issues - championing maximising the potential of all staff throughout her career. She has challenged her own constabulary to change its view of service delivery and is now widening the debate as the Association of Chief Police Officer business lead for Citizen Focus.
		Jennifer Kirkby Jennifer is consulting editor of Mycustomer.com and ex-CRM research director for Gartner. She is described by peers as one of the leading independent CRM consultants and writers in EMEA.

Procter has been providing training, support and consultancy to the service delivery world for the last thirty years. We are normally engaged to help deliver a customer focused culture with the aim of

• increasing customer satisfaction
• improving people engagement
• driving better revenue opportunities

Procter created Open Mind because we are passionate advocates of frank, enterprising and spirited exchanges within our industry.