Aly Richards is an expert in customer relationship management with vast experience implementing decision strategies and technologies. She has helped many organizations worldwide improve customer engagement and drive profitable customer relationships. Organizations seeking to become more customer-centric would benefit from Aly's guidance and expertise in this area.

1. Aly Richards Marketing & Customer Relationship Management

2. “Aly possesses that rare ability to translate business needs into the specific initiatives required to satisfy those needs and then, in turn, to identify the specific capabilities required to implement those initiatives. Specifically, Aly has vast expertise in the area of decisioning strategies, methods and technologies. Her talents of integrating decisioning into a well-defined customer experience have helped organizations worldwide engage in relevant interactions with their customers over time and across channels to drive lasting, profitable relationships. Organizations navigating the path to becoming more customer-centric by employing advanced capabilities that provide sustained competitive advantage would be well-served to have Aly as their guide.” Scott DeAngelo, Practice Leader, Marketing Strategy - Global Consulting Group, Acxiom acer Group – Designing and leading the implementation for a recommendation engine to support a content store. Creating a marketing strategy and communications plan to take the content store to market globally. UK ‘quad play’ media company – Leading the business requirements and change stream for the implementation of a new campaign management solution. Helping manage the change from product marketing to customer conversations. Decision management global subject matter expert – coaching colleagues and associates in projects all around the world. Marketing Strategy PrincipalAcxiom

3. “I really enjoyed working with Aly. She is hugely energetic, a lot of fun, and customers and partners really respect her for her industry knowledge and expertise. Creativity in marketing is not unusual, but Aly’s differentiator is that she would always come back with something bigger and better than we had discussed. And somehow this would be achieved on a limited budget. She understands the full breadth of the marketing model from brand value through to lead generation for sales. As a member of the management team, she challenges traditional thinking and pushes everyone to achieve more. Aly would be a great asset to any forward thinking and ambitious organisation.” Bryan Richter, VP Sales, Chordiant Designed and built Chordiant’sCustomer Experience (Cx) branding and messaging, generating sales leads and providing on-going support throughout sales process. Designed marketing strategy, directed overall marketing plan across 14 countries. Guided campaign execution and design team, PR agencies, and investor / industry analyst relations. Served as global industry consultant for Telco/Media, preparing and delivering executive presentations to help secure business for company and acting as ‘executive coach’ to clients. Generated approximately 600 sales leads per month through designing and writing of 1st Customer Experience Management Maturity model that describes and benchmarks customer experience management performance of 450 companies across Europe and provides a clear metric against which to judge organisational performance. Enhanced company’s growth and reputation by producing world’s 1st Customer Experience Management Summit, co-sponsored by IBM & Accenture, with attendance by 70+ senior executives. Expanded sales for company through key influencing / business leading of Vodafone and Orange global roll-outs. Marketing DirectorChordiant Software International

4. Aly is an outstanding expert in her field of CRM. She is innovative, intelligent and quick off the mark. If you want the best CRM architecture then this is the lady to deliver it. Additionally Aly has great social and man management skills, making her an exceptional all rounder” Helen Wylde, Head Of Corporate Marketing, O2 Uk Limited “Aly was a key presenter at our CRM conference. Attendee feedback (both anecdotal and the post-event survey) indicated that Aly's presentation was considered one of the most valuable sessions. I would have no hesitation in recommending her to other organizations looking for a compelling speaker with a strong vision that is grounded in practical experience.” Gareth Herschel, Research Director, Gartner Business owner and programme leader charged with designing and delivering company’s CRM Transformation Programme. Re-structuring 11 uncoordinated initiatives into overall customer experience strategy that matched company’s vision and branding. Delivered 1st 5 phases of project including change management, employee readiness and motivation, technology implementation, coordination with suppliers, and on-going training and support for each business unit. Oversaw budget of approximately £15m in 1st year and supervised 10 senior manager direct reports. Achieved 85% conversion rate on inbound interactions representing increase in revenues of £75M EBITDA and average of 15% revenue-per-user uplift through successful implementation of CRM Transformation Programme. Creating technical and business vision through decision management architecture designs. Achieved a 3% reduction in churn resulting in a £43m increase in revenues. Strengthened company’s Decision Management software by CRM Transformation Programme implementation. Head of CRM Strategy & ArchitectureO2

5. “I cannot think of any individual who is having a greater beneficial impact on CRM practice. I first met Aly when she presented in Cranfield on the inspirational Vision project which she drove at O2. The marketing faculty felt that day that we'd just been shown a glimpse of the future of marketing, and everything I've seen since then confirms that initial excitement. Ten interviews in O2 by a then Cranfield colleague (and now marketing director at Cisco Services Europe, Chris Bailey) confirmed the extraordinary reality behind the story. Numerous senior blue-chip marketers have testified to me as to how much they've learned from Aly as she's applied her CxM principles to other Chordiant clients. She understands through hard experience how to create business value from an individualised, customer-centric, relevant dialogue with customers, and how to make it happen through technology, processes, structure, culture and organisational change. Organises a mean conference to boot! And a delight to work with.” Hugh Wilson, Professor of Strategic Marketing, Cranfield School of Management. Decision Management Architecture – Blueprint designs by Aly.