TMI

Martin Dufficy, Managing Director

Martin joined TMI in 2004 as operations director and became managing director in 2006.

His expertise in improving customer service and introducing new ways of working has been gained across a range of sectors including Utilities, Travel, Retail, Aerospace& Defence, Automotive and Manufacturing.

Martin's recent clients include 'one' railway, M&S, Plastic Omnium, The Environment Agency, BMI, Defence Aviation Repair Agency, Alstom, Arts Council England, Barbour, MAN Truck and Bus, EMC and Royal Mail.

"I could write a book on what you've taught me in the last year" Iain Mackenzie, NCT Change Programme Manager Plastic Omnium

Gillian James, Business Development Director

Following a successful career in marketing and advertising, Gillian has spent the last 9 years in organisational development consulting. Much of her recent experience has been focussed on helping organisations create and integrate a culture of service excellence.

She has worked extensively across Europe, Asia-Pacific and the US. Her experience across different industries and cultures has meant that she is able to interact effectively with people across a wide-spectrum. She has a passion for knowledge and information which she shares with her clients in a way that engages them and enables them to relate it back to their own role and environment.

Gillian's most recent clients include Marks and Spencer, BAA, the Dorchester, Legal and General and bmi

"Gillian's approach has inspired directors to call centre managers to challenge why we do things and how we can do things better," Jane Wiley, Head of Customer Experience, Legal & General

Adam Lane, Senior Consultant

Adam is a Senior Consultant with over 20 years experience at TMI. Dedicated and enthusiastic, Adam brings a combination of listening skills and straight talking to the relationship with senior executives and sponsors as projects progress from the initial scoping and planning to the deployment stage.

Adam's role is to coordinate or lead the TMI team in collaboration with the client to reach the goals of the given project brief. Constantly reviewing progress with the client, liaising with client stakeholders, Adam has a passion for ensuring clear visibility and understanding across both the TMI and client teams.

In the last three years Adam's clients include M&S, Royal Mail, Pizza Express, lastminute.com, HSS Hire, Tesco, Serco and First Choice Holidays.

Karen Collins, Senior Consultant

Nick Brice, Partner and Principal Consultant

Nick has 20 years of development and delivery experience of interactive conference, training, workshop and consulting solutions in Service/Brand Culture Change, Performance & Leadership.

He is co-author of TMI's book 'Brand Alchemy'.

Nick's clients include Scottish & Newcastle, T&J Bernard, Virgin Atlantic, Ufi LearnDirect, Daimler-Chrysler, FPD Saville's, QinetiQ, BAe Systems, Equant Credit Suisse First Boston, Metronet, BT, Steria, Wickes, Kinnarps, Empower Training Services, Pizza Express, Portsmouth County Council, Toyota USA

"The best conference of this kind I have ever experienced" Frank Rich, Former Head of Walt Disney Television & Paramount Studios

Jon Penrose, Finance & IT Director

Jon joined TMI in its early years and became financial director. He also runs TMI's product business.

Jon has been with TMI over 20 years growth and in recent years has helped guide the business through a successful MBO in 2000 and its sale to the Cello Group in 2005