Oke Eleazu is the Managing Director of think outside in, a Customer Experience Consultancy he started in 2009. The consultancy helps organisations to take a strategic approach to improving their customer service experience and operational performance through driving cultural change. His first book on the subject is due to be published in Summer 2016, so you will be able to read about Oke’s approach in much greater depth soon!
In recent years he has worked across numerous sectors, including retail, financial services, healthcare and housing, with a variety of clients, including Sainsbury’s, Standard Life, Amlin and PruHealth. See our clients. As part of our work with Sainsbury’s Oke fulfilled the role of Customer Service Strategy Director covering all stores, contact centres, online, mobile and social media, as well as Sainsbury’s Bank and Sainsbury’s Energy.
Prior to starting think outside in Oke held several senior roles in major organisations, all centred on improving the experience of customers. This experience is across multiple disciplines, including contact centres, back offices, social media, face to face and complaint management.
He was Customer Service and Operations Director for Bupa, where he delivered a number of initiatives for people, process and technology to maintain Bupa’s reputation for first class service. Oke was also Customer Delivery Director at Prudential, leading them to win the prestigious Management Today/ Unisys Service Excellence Award for the hotly contested category of Financial Services.
Oke currently holds non-executive directorships at the Institute of Customer Service and at Bromford Housing Group where he chairs the Customers and Communities Board. He is an acclaimed keynote conference speaker who regularly promotes the importance of excellent customer experience to an international audience.
Managing Director, think outside in
Oke is passionate about customer experience, likes to talk about it (alot), and likes to work with organisations to help them to be passionate about it too.
Kate Wood is a coach, facilitator and project manager with a background in learning & development, employee engagement strategy, continuous improvement, communications and marketing.
Kate has worked across the board in blue chip, non-profit and civil service organisations. Her passion is in bringing sense and clarity to spaghetti-like situations, using a balance of analytical and human approaches. Kate is a life coach, with a particular focus on career fulfillment, and she also enjoys facilitating events and workshops where ‘light bulb’ moments happen for delegates.
In her spare time Kate writes fiction, designs and makes clothes, rides a bike called Mike and takes weekend city breaks whenever she can.
Maxine has been working at the coal face in banking and financial services for over 26 years during which time she has run teams, planned & reported, strategised and managed change initiatives. Over her time in this sector Maxine has built up a breadth of experience from complaints management, IT development, employee engagement, learning and development and culture change. Maxine knows first hand the chaos and complexity of working in large scale organisations and what that means for individuals, teams and businesses.
Maxine’s interest in the health of people in the working environment stimulated her to study stress management in organisations, and this led on to completing her Practitioner and Master Practitioner in NLP, and becoming a certified Organisational Development practitioner.
Maxine is at her best when working with people who recognise that change is holistic. She enjoys working with individuals and teams that are clear and bold about their intentions, courageous in their execution and most of all who want to enjoy themselves at work.
When Maxine talks, you know she has been there – she has the t-shirts to prove it!