ABOUT US

Since Bright was founded, over 1,000 contact centre reviews have been carried out and tens of millions of clients’ customers have been surveyed.
Based on this we know what it takes to become a best in class customer service operation and have perfected our tools to help clients achieve this.
As a result, the average Bright client has an industry beating NPS score of 48, and our top 10% clients over 78.

Read more about our philosophy and industry first research findings in our 25 page white paper downloadable at the bottom of this page.

WHAT OUR CLIENTS SAY

It’s the people that make the difference. In the client section you can read about the difference we have made for our clients in various sectors. The majority of the Bright team have worked in customer contact management roles and understand the challenges involved in running an effective operation. Our team helps bring to life the insight and provide actionable recommendations for improvement.

We are a consultancy business who provide personalised and bespoke solutions to support your goals. We’re underpinned by market leading software that enables us to help clients narrow the gap to best practice customer service.

Box Image WHAT OUR CLIENTS SAY

OUR DIRECTORS

MATS RENNSTAM

MATS RENNSTAM

MANAGING DIRECTOR

Mats has 20 years’ experience in the contact centre and research industry, working all over Europe in director roles at companies such as Teleperformance, OneSource and Frost & Sullivan. He became a partner in Bright Group 2004, founded Bright UK in 2006, and is a regular keynote speaker.

MATS RENNSTAM

MANAGING DIRECTOR
RICHARD BEARD

RICHARD BEARD

OPERATIONS DIRECTOR

Richard heads up our client services and support division and also works closely with clients to optimise their customer experience programmes. Richard has a great pedigree in contact centre management having previously run operations for both Shop Direct and Vodafone.

RICHARD BEARD

OPERATIONS DIRECTOR
SIMON THORPE

SIMON THORPE

DIRECTOR OF SALES & MARKETING

Simon manages the sales and marketing functions for Bright. He has over 10 years of customer insight experience and was the founder of the Top 50 Call Centres mystery shopping programme. Simon has also managed contact centres for a leading health insurance business.

SIMON THORPE

DIRECTOR OF SALES & MARKETING
MARK JONES

MARK JONES

SUPPORT MANAGER

Mark manages the support team within Bright and oversees the continued development of our products. Mark has worked in both contact centre and data support roles in the past and prior to joining Bright was part of the KPMG People Information team.

MARK JONES

SUPPORT MANAGER
PAUL CUNNINGHAM

PAUL CUNNINGHAM

CLIENT SUCCESS MANAGER

Paul works closely with our customers to support the implementation of our real time customer feedback tool Bright Navigator and integrate it with their internal systems. He specialises in IT automation and project delivery. Paul has previously held service Management and technical support roles for the likes of Reuters, Visa and Virgin Media.

PAUL CUNNINGHAM

CLIENT SUCCESS MANAGER
Lotte Wood

Lotte Wood

Support Executive

Lotte assists our clients with the setup of our products. She is also responsible for any technical issues and queries that come through to our support team.

Lotte Wood

Support Executive
CIARA LEDDY

CIARA LEDDY

DIGITAL MARKETING MANAGER

Ciara has several years of experience in her field and is responsible for the execution of the marketing plan within the Bright team. Ciara works closely with both the sales and senior consultant teams looking at new opportunities and challenges throughout contact centres.

CIARA LEDDY

DIGITAL MARKETING MANAGER
LAURA SAVELL

LAURA SAVELL

SENIOR CONSULTANT

Laura works closely with clients to help execute their customer service strategies.

She has vast experience of change management from roles such as senior manager for Strategy & Integration, and Operational Improvement at Virgin Media.

LAURA SAVELL

SENIOR CONSULTANT
ROB WILKINSON

ROB WILKINSON

SENIOR CONSULTANT

Rob Wilkinson is one of our Senior Consultants and works closely with clients to help execute their customer service strategy. Rob has an excellent track record in the contact centre industry having formerly managed operations for both Vodafone and Carphone Warehouse.

ROB WILKINSON

SENIOR CONSULTANT
CHRISTINE HOWARD

CHRISTINE HOWARD

SENIOR CONSULTANT

Christine works in our client delivery team working closely with customers to help them fulfil their service objectives. Christine has had a wealth of contact centre experience having previously held project management roles for Webhelp, Serco and Shop Direct.

CHRISTINE HOWARD

SENIOR CONSULTANT
GITTE BERG

GITTE BERG

SENIOR CONSULTANT

Gitte is one of our Senior Consultants and works closely with clients to help execute their customer service strategy. Having an extensive knowledge of the contact centre industry with over 18 years of experience gained from being Operational Manager of Choice Hotels International’s contact centre and looking after the International market based in London.

GITTE BERG

SENIOR CONSULTANT
Gavin Priest

Gavin Priest

Training & Implementation Manager

Gavin is a seasoned learning and development professional with over 10 years’ experience accredited in coaching, change and psychometric practices. He has the ability to define bespoke blended learning solutions to help clients achieve behavioural change through learning interventions with management teams and frontline staff.

Gavin Priest

Training & Implementation Manager
DAVID PAYNE

DAVID PAYNE

HEAD OF CLIENT DEVELOPMENT

David is responsible for New Client Development at Bright. He has worked in Customer Experience measurement for the last 18 years and in the world of Contact Centre operations for the last 30 years. David has a wealth of experience including having worked for First Direct, Orange and RWE Npower as well as for many companies across almost every industry sector in the UK. Before joining Bright, David was Contact Centre General Manager for Thomas Sanderson.

DAVID PAYNE

HEAD OF CLIENT DEVELOPMENT
Anthony Shillingford-Reed

Anthony Shillingford-Reed

CLIENT DEVELOPMENT LEAD

The bulk of Anthony’s 25 year experience in the contact centre industry has centred on the design, delivery and development of outsourced services of diverse complexity and scale across most client verticals. His role is to help more organisations enjoy the multiple benefits that Bright’s unique blend of market leading insight technologies and customer service expert consultants have to offer.

Anthony Shillingford-Reed

CLIENT DEVELOPMENT LEAD

FREE DOWNLOAD

Download our 25 page white paper full of insight from Bright’s research into customer experience over the last ten years.

Alternatively email us at info@brightindex.co.uk for hard copies for you and your team.

DOWNLOAD
Box Image FREE DOWNLOAD