CEO & Founder
I'm founder and CEO of Conversocial, the leading provider of social customer service software. I split my time between Conversocial's London and New York offices, working with companies like Barclaycard, Coach, Hertz, JackThreads, Tesco and others to deliver the best possible customer experience through social media channels. Previously, I co-founded iPlatform, the UK’s leading social app development company (and one of the world's first official Facebook Preferred Developer Consultants), which was acquired by Betapond in September 2012.
March 02, 2015
Businesses are constantly developing more innovative and meaningful ways to connect with their customers. Establishing these lasting connections is now increasingly essential and difficult, as companies work to rebuild intimacy and loyalty in a time where consumers are more digital, more distant and more discerning.
July 15, 2014
All-in-one Social Media Management systems claim to help companies do everything social a company needs. But are they delivering what’s needed for effective, large-scale customer service? Forrester surveyed 150+ large contact center execs, and the results show significantly higher levels of performance for dedicated social care platforms.
May 20, 2014
In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional customer care channels, such as phone, email and chat.
January 08, 2014
2013 was a year of change and growth for social customer service, with brands implementing more established social customer care strategies. But there’s still room for improvement. Done properly, social media gives customer service the opportunity to build brand advocacy, drive revenue through both increased sales and reduced customer attrition, and significantly increase customer insight.
October 30, 2013
Yesterday, Twitter again announced further changes to its platform that will change the way in which customers and brands interact. Their most recent announcement states that any Tweet that contains an attached image will automatically display a preview of the image directly in the user’s timeline.