Matthew Talbot

Matthew Talbot Email and Phone Number

Customer Officer @ Curzon Consulting
london, greater london, united kingdom
Matthew Talbot's Location
St Albans, England, United Kingdom, United Kingdom
Matthew Talbot's Contact Details

Matthew Talbot personal email

n/a
About Matthew Talbot

As a senior leader, I started my career in the customer management functions of the BPO industry, rising from agent to Managing Director before entering the TMC Sector. Working within a highly regulated, product led environment, I have established, improved and managed large scale, complex operating environments across the globe.I have managed to shape and embrace large scale changes in global enterprises, including M&A activity, being influential in winning hearts and minds as well as seeking significant operational changes not only for today, but also for future growth and capability.Commercially focussed, my attention to customer experience and the application of technology has allowed me to deliver significant revenue streams, whilst providing major cost transformation opportunities.Substantial international exposure, experience and understanding has played a significant part in delivering success on projects. Understanding local markets and their context across geographies has provided a regional perspective when bringing the organisation together.Reporting at Board and C-Level, I bring insight and practicality to governance, regulatory and business strategy.

Matthew Talbot's Current Company Details
Curzon Consulting

Curzon Consulting

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Customer Officer
london, greater london, united kingdom
Website:
curzonconsulting.com
Employees:
50
Matthew Talbot Work Experience Details
  • Curzon Consulting
    Associate Principal Consultant
    Curzon Consulting Dec 2020 - Present
    London, England, United Kingdom
    Digital Transformation and business growth
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  • Ember Services
    Associate Principal Consultant
    Ember Services Aug 2016 - Present
    London, United Kingdom
    Managing a team of consultants to develop, implement and delivering customer strategies to a range of clients focussed on digital transformation and customer experience.• Strategy development – operating models, support proposition, measurement sets• Technology & tools – ERP, CRM, e-commerce, automation, virtual intelligence and artificial• Data insight and modelling – customer segmentation, behaviour, journey mapping & predictive analytics• Programme Management – Delivery of change, training and adoption• Commercial – Cost to serve, cost to acquire, Lifetime Value and financial planning• Advisory – Provide expert opinion to optimise customer propositions
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  • Eishtec
    Non Executive Director
    Eishtec Dec 2014 - Present
    London, United Kingdom
    Governance & Business Development advisor, with a specific focus on the commercial proposition with a long term business perspective. Achievements to date:Through consultation, provided assistance with growth that has delivered an uplift in revenues from £22 – £37mBuilt the capacity through staged expansion contact centres from 1 to 4 with over 2000 peopleTaking a strategic view across all aspects of the business through merger and acquisition activity, including legal, tax, data integration and all compliance issuesoffering an informed view of market bids and viability of offers
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  • Vodafone
    Global Product Delivery
    Vodafone Jan 2015 - May 2016
    Newbury
    Providing leadership and development of a forward operating model with associated Transformational change across the global organisation for a £1Bn Enterprise operating in 44 countries with 7 regional delivery hubs.
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  • Bt
    Customer Service Director
    Bt Dec 2010 - Nov 2014
    London, United Kingdom
    Worked on initiatives across the business to change both culture and mindsets in a historically unionised organisation. The key focus was to challenge inertia and blame and instead a sense of positive curiosity and excitement. This was underpinned with sound operational changes to ensure both people and process were aligned. In effect, a complete re-boot of the whole organisation.Protected the brand and business, engaging with national organisations in the ASPAC and UK, advising on legal and governance issues, being highly influential and proactive at a high level with Government and Industry bodies such as Ofcom, DCMS and ICODeveloped capability handling in excess of 1M transactions/week, introducing up-selling/cross selling and delivering £180mIdentified annual cost reductions of £14m with a total budget reduction from £239m down to £121mLed technological change converting 30% of customers to a digital platform, improving FCR by 17% and utilisation by 8%Provided leadership to over 6000 employees across 34 contact centres whilst improving the morale index from 2.86 to 4.1 (out of 5)Reduced complaints by 18%, improving NPS by 17% and Net Easy Score 22%
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  • Tiscali
    Managing Director, Customer Operations
    Tiscali Oct 2004 - Sep 2009
    London, United Kingdom
    After a promotion from Group Customer Service Director, lead the B2B and Customer Service divisions.Developed the blueprint and operational plan to change business dynamic in an era of rapid technological advancement through the introduction of Broadband service. This involved a significant development from a billing and transaction model with clients to a relationship and service approach. Instrumental in this was engagement and influence with suppliers and technology companies to shape the offer for customers.Held critical responsibility of the M&A activity leading to the integration of 8 brands, influenced decisions on compliance, corporate governance, planning and upscaling.Delivered growth in revenues of £76m to £728m whilst simultaneously reducing cost by 25%
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  • Messagelabs
    Vice President Customer Operations Emea
    Messagelabs Mar 2002 - Jun 2004
    Responsible for the B2B account management and development function, customising and delivering SaaS solutions.
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  • Europe Online Sa
    Vice President Customer Operations
    Europe Online Sa Aug 2000 - May 2002
    Service Delivery and development - EMEA

Matthew Talbot Skills

Cross Functional Team Leadership Management Telecommunications Customer Service Leadership Outsourcing Business Transformation Resource Management Crm B2b Service Delivery Team Management Customer Experience Account Management E Commerce Change Management Project Delivery Saas Strategy Vendor Management Strategic Planning Customer Relationship Management Business Analysis Performance Management Business To Business Customer Relations Lean Transformation Business Planning Mergers And Acquisitions Commercial Management Customer Acquisition Product Management Enterprise Architecture Contract Negotiation Business Process Improvement Software As A Service Call Centers Managed Services Contact Centers Stakeholder Management Service Management Business Development Business Strategy Tpf

Frequently Asked Questions about Matthew Talbot

What company does Matthew Talbot work for?

Matthew Talbot works for Curzon Consulting

What is Matthew Talbot's role at the current company?

Matthew Talbot's current role is Customer Officer.

What is Matthew Talbot's email address?

Matthew Talbot's email address is ma****@****i.co.uk

What skills is Matthew Talbot known for?

Matthew Talbot has skills like Cross Functional Team Leadership, Management, Telecommunications, Customer Service, Leadership, Outsourcing, Business Transformation, Resource Management, Crm, B2b, Service Delivery, Team Management.

Who are Matthew Talbot's colleagues?

Matthew Talbot's colleagues are Charles Barrass-Banks, Nigel Brannan, David Brooks, Grant Myers, Stéphane Boroncelli, Andrew Wilson, Joanna Jayarajan.

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