The Art and Science of Customer Communications
James Hancock, WILLIAMS LEA
Jon Evans, WILLIAMS LEA
Abstract
Using art and science to improve the efficiency and effectiveness of customer communications, reduce costs, mitigate risk and enhance the customer experience.
James Hancock
James Hancock leads the Customer Communications Management business within Williams Lea. Williams Lea (a wholly owned subsidiary of Deutsche Post DHL) has consistently invested in its CCM platform so as to offer a broad range of industry leading solutions to its clients. This has driven substantial growth and resulted in clients nominating Williams Lea for industry awards and analysts describing the Williams Lea CCM platform as “ahead of the competition”.
James thrives on building businesses and making his clients more successful. He has over 30 years’ experience in general management, technology, sales, marketing, product development and operations. James has been Managing Director of two companies and his career includes spells with companies such as NCR, JP Morgan and Lloyds Bank. James has an MBA from London Business School.
Jon Evans
Jon Evans leads the Williams Lea CCM Product Development and has worked in the output management industry now for over 5 years. He has over 20 years’ experience in technology management and consulting in companies such as PriceWaterhouseCoopers and Ernst & Young. Jon’s focus this year has been around developing real-time and interactive related composition products that form part of the Williams Lea global CCM service proposition.