Chris Adlard

WORK HISTORY

EDUCATION

SKILLS

ABOUT CHRIS ADLARD

I\'m a multi award-winning CX, Consumer Duty, Customer Success and Marketing Leader. Today I\'m working as Senior Manager for Consumer Duty and Vulnerable Customers at Paypal. Prior to this, I was Director of CX and Compliance at Elephants Don\'t Forget where I led the development, launch, sales and implementation of a brand new product, Consumer Duty Insight. Previous to that, I worked as Consumer Duty Manager at Newbury Building Society where I led the CD response. Before that, I was Senior Director, CX for the FIS Worldpay SMB International Business where I was responsible for driving a positive, end to end customer experience across all teams and functions, with a view to achieving sustainable growth and Consumer Duty compliance. I\'m also co-author of leading business book, the Customer Catalyst.Prior to FIS, I led Customer Advocacy in EMEA at Virtusa and Customer Experience at CPA Global. At Finastra (a merger of Misys and D&H), my team and I spearheaded the conception, development and launch of Misys Connect, The Customer Health Index, the global reference drive, and many other innovative approaches to client engagement – including global account planning and customer journey mapping. We also put in place the essential ground work in the launch of the Customer Innovation Centre at Finastra. In addition, I worked extensively with the Finastra strategic partner community - including the likes of IBM, Deloitte, Accenture, KPMG, and Cognizant to build a network of Innovation Centres across the world.I\'m passionate about the impact of the customer experience and the Consumer Duty on business growth and I bring a wealth of B2B technology management, marketing and communications experience to my role. This includes strategy development, marketing and communications campaign execution, product marketing, enterprise customer relationship management and reference management.Prior to Finastra, I spent the first 7 years of my professional career at IBM’s EMEA marketing group, followed by 5 years working for CA UK as Enterprise Customer Alliance Manager and 3 years at Coverity (now part of Synopsys Group) as Global Customer Advocacy Manager and EMEA Marketing Manager.