Bryan Foss
Non-executive director, independent board advisor and business author
Working independently from mid 2005, Bryan previously led an IBM business providing and integrating Customer Insight and Front Office Customer Management solutions for Financial Services companies globally, also leading the development and adoption of IBM’s new business solutions strategies for hyper-growth which would later be deployed across all other industry sectors and throughout all geographies.
Bryan is a non executive director of The UK Government Department for Work & Pensions, also consultancyCustomer Essential and online market research company The Halo Works.
As an executive member of IBM’s worldwide banking leadership team, Bryan was responsible for dramatic growth in IBM’s business solutions and services, working primarily with key banking, insurance and other financial services companies but also supporting efforts in market sectors such as telecommunications, distribution and media through his involvement in cross-IBM development councils. Global joint business ventures were developed with major companies including OgilvyOne, Siebel, SAS and others, with Bryan as both an executive and personal sponsor.
Typical B2C and B2B projects have included pragmatic customer management consulting, marketing and multi-channel transformation, data warehouse & marketing database build, data analysis and data mining for customer segmentation and scoring, profitability, risk management & compliance and integrated customer campaign communications, including contact centre, web and mobile e-business, with customer experience and dialogue management work through direct and intermediated channels. Personal advice and assistance has been provided to many executives and managers (including CEOs and directors of marketing, sales, service and IT) in mature and emerging markets globally, including large and innovative companies, composites and new directs.
Prior to his global cross-cultural market management and solution development and delivery role, Bryan was responsible for IBM's business relationship with the Prudential Corporation, world-wide, over a 6 year period. Previous experience in financial services also included a similar period working as IBM's technical management contact with American Express Card and Travel services, supporting all non-US business operations. Other major clients have included Shell, Esso, Unilever, Guinness, London Electricity Board and the Wellcome Foundation. Before joining IBM late in 1978, Bryan held responsibility for primary marketing and financial systems in Nestle UK (including Findus, Chambourcy and L’Oreal at that time), and before that at Gateway Foodmarkets (now Somerfield) and S&H Pink Stamps (an early loyalty scheme competing with Green Shield).
Bryan's qualifications include an Executive MBA from London City University Business School focused on cross-cultural business management and financial services marketing & CRM, Chartered Marketer and Fellow of the Chartered Institute of Marketing (CFCIM), Post Graduate Diploma in Marketing (DipM), Member of the Institute of Direct Marketing (MIDM), Chartered Engineer (C Eng. Information Systems), Fellow of the British Computer Society (FBCS) and Chartered IT Professional (CITP), with Certified Diploma in Accounting and Finance (C Dip AF. Certified Accountants). Bryan is a Freeman of the City of London and member of the Marketors Livery Company, he has represented IBM on the Management School advisory boards of London City University and Surrey University and is currently a member of the Court of Surrey University and of the Institute of Direct Marketing (IDM) Business-to-Business Advisory Council.
Bryan co-authored the ‘Successful Customer Relationship Marketing’ book with Professor Merlin Stone in July 2001, ‘CRM in Financial Services’ (e-business and CRM) in June 2002, ‘The Customer Management Scorecard’ launched November 2002 and ‘Up Close and Personal – CRM@Work’ second edition launched early 2003. Recent book launches include ‘Key Account Management in Financial Services’ (B2B) and ‘Consumer Insight’(B2C), sponsored by the Market Research Society. With worldwide availability a number of these books have been translated into multiple languages, including Chinese. Other thought leadership materials can be located via www.bettermanagement.com Bryan is a frequent presenter at conferences in the UK and worldwide, also IT Editor of the Palgrave Macmillan Journal of Financial Services Marketing, a member of the editorial board of the Journal of Database Marketing & Customer Strategy Management and the Journal of Direct, Data & Digital Marketing Practice, co-author of the Policy Publications ‘Close to the Customer’ executive briefing series and of a Financial Times CRM report.
Speaking at:
Finance - The Cost of Evolution
Friday 16 November
9.30am - 1.00pm
The Vale Hotel Golf & Spa Resort
