Martin Gillard | Who's who | TMI - Experts in Customer Experience

Martin Gillard

Consultant

Martin Gillard

My Experience

My intrigue of gadgets, gizmos and all things technical have always been a weakness. So when in 1979 I joined one of the leading IT companies I was in my element and I soon became one of Hewlett Packard's leading computer system engineers.

In the mid 90’s I became a HP services manager which quickly helped to develop my people management and customer services skills. Managing a team of engineers supporting data centres and associated networks in the south of England. Serving a wide range of customers with 24/7 support requirements and a services income of around $15m. Customers included - Hertz, Glaxo, Shell & Heathrow Airport.

In 2000 I was asked to lead a team to ensure the skills of the 4000+ HP services employees in UK&I were kept current with business demand. This included people development activities in - leadership, sales, IT technical, professional skills and talent programmes. It also developed my knowledge in using leading edge virtual training in its various forms. I was also part of a government steering body that introduced graduate and modern apprenticeship programs into the industry.

I was part of the team that challenged TMI to improve the customer engagement HP provided. I soon realised that TMI shared my passion for that extra special customer experience, so much so that I joined.

What I do at TMI

I deliver customer service skills and behaviour training for TMI, one of my personal passions.  Also using this same methodology to coach managers and professionals to ensure they are as effective and organised as possible. Most recent clients include the NHS and the All England Lawn Tennis Club.

What do I bring to Clients

My first attraction to TMI was as a customer. I was part of the team that challenged TMI to improve the customer engagement HP provided. I soon realised that TMI shared my passion for that extra special customer experience, so much so that I joined TMI when I left HP. My knowledge of the “Tech” world and experience of leading a large Corporate Learning and Development organisation for many years helps me to provide pragmatic and realistic advice to TMI’s customers.

When I'm not working

I prefer the country lifestyle and with the “kids” grown up and left home my wife and I enjoy our own “escape to the country”. So if you need some advice on a rural lifestyle I am happy to talk for hours... and if I don't know, I know a woman that can!

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