Mike has 10 years experience in retail point-of-sale and financial systems, and a further 15 years in telecommunications product and service design and design management. He built the first Interaction Design team in BT, prototyped their first multi-media applications (interactive TV and airline seat-back systems), and directed a corporate usability program. He delivered BT's new brand identity on-screen, produced Corporate 'Look and Feel' Standards, and implemented user-centered design process changes for the Consumer Products division. Since co-founding Neo Insight in 2002, Mike has led many Customer Experience projects for government and high-tech clients.

Mike has an Honours degree in Psychology and an MSc in Computer Science. He has published and presented on Human Factors techniques at international conferences, run workshops as part of the UK Government's 'Usability Now!' initiative, and chaired CapCHI - Ottawa's Computer-Human Interaction professional chapter.

Gordon Hopkins has been designing customer experiences for over 20 years. His extensive user-centered design expertise has generated innovative designs for advanced business and residential telephones, wireless and cellular phones, remote collaboration services, telemedicine equipment, call centers, customer relationship management (CRM) systems, broadband web applications and web portals. Industry sector experience spans telecom, medicine, education, enterprise, and retail. His skills include task analysis, interaction design, heuristic analysis, rapid prototyping/simulation, usability testing, and design management.

Gord holds a PhD in Cognitive Psychology and has held positions in User Experience Architecture and Design Management at Nortel Networks and Communications Research Center. He established a "Center of Excellence" in interaction design at Nortel Networks, creating an ISO 9000 certified process.

As a co-founder of Neo Insight, Scott T. Smith has brought four years of competitive strategy and business analysis experience to software development groups. Prior to Neo Insight, he has 18 years of experience in product management, market analysis, and competitive analysis for Nortel, across the U.S. and Canada. Prior to Nortel, he has six years of sales and marketing experience with a U.S. telcoms distributor. He has conducted dozens of workshops, user testing events, and focus groups, launched data terminal portfolios and ISDN services, built a million-dollar sales territory, and presented to thousands of customers. He has innovated competitive intelligence techniques, written strategic plans, managed intellectual property and licensing plans, managed user-centred design, and established trend-monitoring forums. He has one patent and four pending, in the areas of video consultation, collaborative network planning, multi-service user interface, and personalization. His research has been published in Nortel's corporate magazine. His undergraduate degree is in Business, Economics, and Philosophy, and his post-graduate work is in Business, at the University of Minnesota School of Management.