Consulting Team

Led by Director of Consulting Gary Hancock, Pell & Bales’ consulting team is a network of expert practitioners in customer and supporter management. Here is an introduction to some of our team.

Gary Hancock
Director of Consulting

Gary’s career in customer management began at Citroen UK, where he developed and implemented the company’s first strategic prospect development and customer loyalty programmes.

He spent the next six years in senior agency roles, including Wunderman Cato Johnson and Craik Jones, working with clients including Ford, NatWest and Volvo. This was complemented by strong experience of the role of technology in driving marketing and business effectiveness, gained during a spell as General Motors CRM Programme Director at EDS, where he was responsible for leading the development of a new IT infrastructure for CRM and marketing.

Gary launched his consulting career as Director of Customer Value with independent consultancy CM Insight, supporting organisations from global energy corporations to regional development agencies in their pursuit of increased customer management effectiveness.

Gary has worked with Pell & Bales since 2001, and was appointed Director of Consulting in 2005. He leads Pell & Bales’ provision of consulting services to clients in a range of charity and commercial markets, focusing on developing innovative and practical approaches to increasing customer value.

David Daly
Associate Consultant

David has worked in the customer management and contact centre industry for the past 18 years. The foundation of his experience was gained at the Grey and Wunderman Cato Johnson marketing groups, and it was at the second of these that he saw the potential of the telephone and electronic communications in building positive customer relationships.

David subsequently moved to Sitel Corporation, where he had responsibility for delivering multi-lingual contact centre solutions for, amongst others, Microsoft and Olivetti Personal Computers, from centres in the UK, Belgium and Japan. A UK board member, David was ultimately appointed Global Product Marketing Director for Sitel.

In 1999, David joined the newly-formed CM Insight, where over five years as a director he helped the company grow from start-up to revenues of £2.6 million. During his time at CM Insight, David led the provision of consulting services to a blue-chip client base, as well as writing a number of industry reports, including leading the development of the report “The UK Contact Centre Industry – A Study”, commissioned and published by The Department of Trade and Industry.

David has been an independent consultant since late 2004, during which time he has provided consultancy services to a number of leading organisations including Vodafone, Powergen, BSkyB and American International Group.

Peter Wright
Associate Consultant

Peter has been consulting for nearly ten years, and delivers business and process analysis & development support to Pell & Bales’ clients. He has worked for a number of blue-chip clients including BT, Deutsche Bank, Ford, Jaguar and Marks & Spencer.

His recent experience includes programme managing the implementation of a $4.2m contact management solution across European CRM Groups and pre and post merger business analysis support for 2 entertain, a £180m turnover company formed by combining the commercial arm of BBC Worldwide and elements of the Woolworths Group.

Keith Lucas
Associate Consultant

A brand and communications consultant with an extensive and accomplished track record, Keith Lucas was Consulting Director at the London office of Landor Associates and Senior Planner at Ogilvy & Mather before setting-up Lucas Brand Consulting in 2002. Since then he has led several major brand strategy and identity projects in the telecoms, automotive, media and consumer electronics sectors; on brands such as BT Global Services, Discovery Channel, Reed Elsevier, Toyota, Electrolux and Remington. Earlier experience includes directing European marketing communications for consumer electronics companies Hitachi and Samsung as well as product and marketing management with Citroën cars and Hasbro toys.

Simon Roncoroni
Associate Consultant

Simon Roncoroni pioneered telemarketing in the UK in the late 1970s and with Robert Liederman set up Connections in Business, the telemarketing arm of BT. He was Managing Director of the L&R group before selling the business to SITEL and becoming their UK Head of Consulting.

One of the world’s leading authorities on telephone marketing and contact centre strategy, he is now a freelance consultant and speaks at international conferences and seminars on the future of telemarketing and new media communication.

Simon advises Pell & Bales on strategic development and acts as a link to a wide network of telemarketing consultants covering every area of contact centre operations.

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