Tracking customer sentiment, and acting on it
From feedback to insight: understanding emotions to build better relationships
About Rant & Rave
Rant & Rave provide customer engagement solutions with a difference. Relied upon by half of the FTSE, the Rant & Rave Platform enables brands to proactively communicate with and gather fast feedback from their customers. Helping them to reduce effort, take real-time action and transform their customers into engaged Ravers.
With 16 years international marketing experience, Carolina has been working specifically in the digital media industry for 12 years, with a record of leading digital business transformation within large organisations.
Previous to Google, Carolina led a Digital Marketing team at Direct Line Group. She has also spent approximately 5 years agency side, working with large international companies to develop their digital marketing capability and ensure innovation and technology are integral to marketing operations.
Rob runs a small innovation team in the Business and Private banking diversion of RBS. His team is focused on finding and driving new solutions to meet the business' biggest challenges. He is also linked into the banks overall innovation projects to help shape responses to upcoming regulation like Open Banking, PSD2, and GDPR.
Prior to joining RBS 3 years ago, Rob ran his own consulting firm for 6 years delivering projects across finance, marketing and operations. Before that he spent 10 years in corporate positions (John Deere, Hewlett Packard) mainly working as a financial analyst/marketing operations manager.
Rob has an MBA from San Diego State University and a Maths degree from Villanova University. Although you may (just) detect an American accent, Rob has lived in the UK for last 8 years and Barcelona Spain for the 8 years prior.
Jo is the Director of Customer Operations in Business Stream responsible for Customer Services, Metering and Billing, Customer Account Services, Revenue Maximisation and overall customer experience. Prior to this Jo was the Head of Customer Data and Experience in Standard Life where her role was to embed the customer voice throughout Standard Life through effective insight gathering to drive a customer focussed mind set.
Jo has held significant operational roles in other industries primarily within a Customer Service environment. Prior to joining Standard Life, Jo was Head of Credit Strategy and Risk in Scottish Power’s Energy retailing business. She has also previously worked in the water industry, local government and charitable sector.
Yiannis has worked in Customer Experience for 10 years and is currently Head of Digital for Rant & Rave. Throughout his career he has worked with brands around customer experience innovation, new technology and thinking differently when it comes to engaging customers. As well as being part of the Rant & Rave team, Yiannis is also working with Google by mentoring young marketers around the importance of customer advocacy and digital strategies. Recently his has been a judge at the Digital Experience Awards and was invited to present to the Customer Management Programme at Henley Business School.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.