Examining Compliance And Regulation: How To Really Manage Risk (Rather Than Just Be Compliant)!

Joe Hill-Wilson: Joe is the Chief Commercial Officer at Learn Amp. He has spent the last 14 years helping global scale-ups in people and organizational development. As the previous Head of L&D for a global services business, Joe is experienced in building a Learning and Development culture from the ground up. Since he has worked on four continents and as a partner in a change management consultancy, he has developed a deep interest in how culture, ways of working, and technology drive development and performance. He has also been a judge for the UK Customer Experience Awards and regularly writes and speaks about the link between customer and employee experience. Steve Sullivan: Steve has a breadth of experience in the design and delivery of better customer engagement solutions. This includes working with outsourced service providers as well as a variety of brands including American Express, Ageas, Abel & Cole, Burberry, Gucci, Land Rover, Marks & Spencer, The Guardian, and Sky. Using his "real-world" background and understanding of the world of customer acquisition, retention and service, Steve has developed an expertise in providing pragmatic, plain English compliance guidance to "customer people." Steve is Deputy Chair of the UK Data & Marketing Association’s Contact Centre Council, lead for its Regulation Hub and sits on the DMA’s Privacy Working Group. He is a course lecturer for the Institute of Data & Marketing and a companion member of the Institute of Customer Service. Alana Bagnall: An expat kiwi, Alana started with Metro Bank six years ago after a career in the operations and learning side of the hospitality industry. Metro have a hiring policy to ‘Hire for Attitude and Train for Skill’ which leads them to recruit from different customer focused areas where the role doesn’t require specific banking expertise. As the bank has grown from 11 stores to 72 Alana's role has adapted and expanded to now encompasses onboarding of new colleagues, colleague support, MI and risk reporting, as well as looking after our LMS which they switched to Learn Amp in December 2019. Alana is really proud of they fully incorporate Learn Amp it into the full development cycle of their employees and how the system is able to support them doing so.