Christopher Farnath

Christopher Farnath has over 20 years of experience in customer service and leadership roles. Christopher is currently the Managing Director at Service Instinct, where they provide consultancy focused on customer experience and executive coaching. Christopher has also been a Board Advisor and Business Mentor at Be the Business, where they provide expertise in customer experience transformations. In addition, they are the Customer Excellence Practice Lead at DEFY EXPECTATIONS.

Previously, Christopher served as the Chief Customer Officer and Board Director at Mandata, where they were responsible for building customer success and improving customer support. Christopher also worked as the Chief Customer Officer and CIO at Omnico Group, leading customer service operations and IT and overseeing outsourcing technology partners.

Prior to that, Christopher was the Managing Director at Tribal Group, where they specialized in cloud managed services, customer support, and education. Christopher also served as the Executive Director of Customer Success at Allocate Software, leading customer service operations and completing successful mergers and acquisitions.

Christopher's early career includes working as the Senior Director of Customer Services at Aspect Software, where they led customer service operations and integrated service operations following mergers and acquisitions. Christopher also recruited and onboarded a Chinese contact center team.

Throughout their career, Christopher has achieved notable outcomes such as renewing over 99% of contracts with a churn rate of less than 1%, reducing aged case backlogs by 40%, and improving employee and customer engagement.

Christopher Farnath obtained a Bachelor of Arts (BA) degree in Business, Management, Marketing, and Related Support Services from Birmingham City University, graduating in 1991. In addition to their degree, they have obtained multiple certifications throughout their career, including the Fellowship of BCS (FBCS) from BCS, The Chartered Institute for IT in 2019, the ITIL Foundation Certificate in IT Service Management from BCS, The Chartered Institute for IT in 2011, the Fellow, Institute of Directors (FIoD) from The Institute of Directors in 2008, and the Member, The Chartered Institute of Marketing (MCIM) from CIM | The Chartered Institute of Marketing in 1998.