Meet The Team
Keith Gait – Leader of CXFO
Keith has a wealth of executive-level customer centric operations and design experience, and has spent his entire career in customer service, working his way up through the industry. He has held senior roles at NHS Direct, Sainsbury’s, Condor Ferries, South East Ambulance Service, and more recently Stagecoach, where he drove improvements and industry leading innovations to the customer service offering, and enhanced the customer experience through service delivery, commercial, technology, communication strategies, with an award-winning Voice of Customer programme.
Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams in mass public facing organisations and directing customer services strategies.
Keith has an MBA from Henley and in September 2019 became CCXP accredited, one of only 1,500 in the world. Keith was named a finalist in the World CX Leader of the Year in 2020 and in the Top 50 CX Stars in 2021.
Keith took over leadership of the Customer Experience Foundation in April 2021, curating and providing a range of content, resources, and thought-leadership across Contact Centres, CX, EC and Wellbeing, coaching to up and coming managers, and advisory work to clients, including contact strategy, operational performance and Voice of Customer design and implementation for leading retailers.
Morris Pentel - Chairman Emeritus
Morris ran the CXFO from 2007 to March 2021, during which time he has achieved and delivered workshops and programmes working with some of the world’s largest organisations and keynotes at conferences in over 20 Countries.
One of the great pioneers of customer and employee experience in the contact centre industry for decades. From the earliest days contact centres, through omnichannel and digital to the latest innovations in conversation and emotions auditing metrics/operational analysis he has worked for the world’s largest organisations changing millions of experiences for customers and employees.
Morris now takes on a new role with the Foundation as Chairman Emeritus, to continue to provide insights and thought leadership across the industry and develop the Foundation in new geographies.
Isobel Rogers - Director of Customer Engagement
Isobel has over 30 years in the customer experience contact centre arena working with some of the industry leading BPO players.
Starting out as an agent and gaining experience in operational, client engagement roles and more recently in business development, Isobel’s passion is all about doing the right thing for the customer.
Although not new to the Foundation, Isobel has returned to support Keith as Director of Customer Engagement to build and develop our Foundation Partner programme, as we believe in a collaborative and supportive approach to improve CX as a profession for those we serve.
Nina Marston - Marketing & Events Manager
Nina joined the Foundation in March 2022 and brings with her over 17 years of marketing experience, with a heavy focus on B2B events and membership marketing.
As well as creating all marketing materials for the Foundation, Nina overseas the organisation of all events, including our extremely high-profile Industry Councils, Member Meet Ups, and our inaugural conference.
The CXFO Industry Councils are roundtable events that lead and contribute to the overall strategic direction of the sector, with actionable insight to shape and influence future direction and industry decisions.
Nina will also be working extremely closely with our Foundation Partners, putting their brands right at the heart of the CX community, with the perfect blend of both digital and traditional marketing, as well as face-to-face and virtual events