Trenton Moss 👋

Team Sterka

Missing upsell opportunities? Dealing with challenging clients? Drowning in amends?

I run a people skills programme for client-facing teams that solves all these problems. I design and deliver the programme, lead interactive workshops and coach senior leaders.

It increases client revenue by up to 35% and team skills by 47%.

The programme brings your team together around a shared experience. It transforms behaviour and leaves them with lifelong skills in leadership, emotional intelligence and resilience.

Leadership Coach & Founder

Human Powered

This might just be my proudest professional achievement - I’ve written a book and it was published in Oct 2021. 

One week later it became an Amazon bestseller. 

Fast forward and now 5000 copies have been bought and downloaded across print, Kindle and audiobook.

My book shows you how to collaboratively solve problems, resolve conflict and inspire others.

I’ve been told it’s the “most useful book on people skills since How to Win Friends and Influence People.” 😊

Get it on most book websites, including Amazon: 

* https://www.amazon.co.uk/dp/1781336067
* https://www.amazon.com/dp/1781336067

I also host a supporting podcast. Every 3 weeks, I interview an amazing business leader about how they create high-performing teams:

* https://open.spotify.com/show/0iLxVk47JJDS9a6ls3PYqZ
* https://podcasts.apple.com/us/podcast/human-powered/id1730364310

Bestselling Author & Podcast Host

Digital Product People

I’m the Advisor for this awesome agency. I work with Shelley and the team to define their 3-year vision and their short-, medium- and long-term plans to get there.

Digital Product People is the UX/UI partner who creates impactful digital products that transform businesses.

Agency Advisor

AgencyNXD

I’m one of 50 on-demand Non-Execs on the AgencyNXD platform. I support, advise and hold agency leaders to account ad hoc or regularly.

New Entrepreneurs Foundation

I mentor some of the UK’s brightest, entrepreneurially minded young people, helping create a new generation of outstanding entrepreneurs. I support them from developing initial ideas through to creating new market-leading businesses.

Mentor

Inviqa

My agency, Webcredible (see below for more), is now fully integrated into the technology powerhouse that is Inviqa, giving us an amazing joined-up offering for business & change consulting, experience design and software development.

Reporting directly into the Group CEO, I'm overall responsible for growing the experience design proposition within Inviqa. I work closely with the Managing Directors to bring experience design into everything that we do, making it an integral part of our offering.

Managing Partner

Webcredible

I'm super-proud to run a company of 30 amazing Webcredibles helping world-leading brands innovate, transform and succeed in a digital world. Our work impacts the lives of millions of people globally.

I'm responsible for leading and driving forward the business, working closely with the Webcredible leadership team and my fellow Inviqa board members at group level. I'm also ultimately responsible for Webcredible’s revenue & profit targets and our short-, medium- and long-term commercial activities, as well as maintaining our truly unique culture of collaboration, trust and empowerment. 

At Webcredible we carry out customer research to identify new opportunities for growth, and then rapidly design and launch products and services that your customers will love. We’ll always take you on the journey with us – inspiring, leading and mentoring your teams, and measuring and celebrating our mutual success.

Webcredible is an Inviqa company, representing one joined-up offering for business & change consulting, experience design and software development - pretty unique, if you ask me.

CEO & Inviqa board member

I started Webcredible with no money, no office, no clients, no contacts... but a lot of drive and determination to help brands sort out their customers' digital experiences. It ended up being a 15-year journey, starting with an idea in my head and culminating with us being acquired by Inviqa.

When I got started, we were one of the very first UX agencies and I grew the company (with the help of many Fellow Webcredibles) to be one of the most well-respected and well-known experience design agencies in the UK.

It was an amazing roller coaster ride and my top 7 highlights over the 15 years include (in no particular order):

1. Creating a self-sustaining business and well-oiled machine that no longer needs my involvement day-to-day 
2. Achieving both revenue growth and profit 13 out of 15 years (and successfully steering the company out of our 2 x downturns)
3. Creating and sustaining an amazing culture based on collaboration, trust and empowerment
4. Working with some extraordinarily talented people who I’ve learnt so much from, especially our leadership teams and external advisors 
5. Doing lots of knowledge sharing – hosting events, running training courses, writing blogs/reports etc. (and learning loads myself along the way)
6. Trying to launch in the US (we failed and lost a bunch of money... but learnt a lot in the process)
7. Being acquired by Inviqa so we can offer business & change consulting, experience design and software development all under one roof

Founder & CEO

The Guide Dogs for the Blind Association

I help steer the product strategy, digital and technology agendas for Guide Dogs on an advisory basis, sitting on this committee which meets every quarter to support the CEO and exec team.

Guide Dogs is a brilliant charity that will not rest until people who are blind and partially sighted can enjoy the same freedom of movement as everyone else.

Technology Transformation Committee 

Age UK

I conceived, setup and chair the Age UK digital advisory board. I recruited some senior digital pros from across the industry to join me and we meet every quarter with the Age UK CEO and exec team. 

The aim of the board is to lead and support Age UK through their digital transformation, keeping the momentum going and steering them in the right direction. 

Age UK do some amazing charitable work to support the over 60s, striving to create a world where everyone can love later life.

Chair - Digital Advisory Board

Hi, I’m Trenton 👋

I help agencies and client-facing teams lead with more impact - strengthening client relationships, handling tough conversations and growing revenue by up to 35%.

Before that, I built one of the UK’s first UX agencies from scratch, scaled it to £3m, sold it and lived to tell the tale. Then I wrote a bestselling book called Human Powered and launched an accompanying podcast.

It's been a 20-year rollercoaster journey!

Oh, and in 2023, I took my kids backpacking across Asia and Africa for six months. We survived hunting in Tanzania, paint fights in India and leech attacks in Borneo.

I run a client leadership programme. It will supercharge your entire team with emotional intelligence and people skills.

I do team-training for up to 100 people and provide 1-to-1 coaching to leaders. 

Why do the programme?

Well, you'll bring your team together around a shared experience. It’ll transform people's behaviour and give them lifelong skills in leadership, emotional intelligence and resilience.

Oh, and you can increase client revenue by up to 35% and team skills by 47%.

IPDividual

Covering tech stack reviews (PMS, POS, Spa, Payment Gateways, IBE, CRM, CRS, FM, M&E, mobile app, membership/loyalty etc).
Strategy support for revenue management and distribution.
Guest speaker at various universities including EHL, Glion, University of Surrey.
Trustee / Fellow of various science-based charities.
Mentor and business connector.
Fellow of HOSPA, Hospitality Professionals Association.
Trainer at HOSPA on CxO IT Awareness
NED/investor for several start-ups, including Pepr, Hospitaliti.io, Right Revenue, LiBi, and Happiness Index.

Business advisor, NED, CTO, trustee, investor

Hospitality Financial and Technology Professionals (HFTP®)

HITEC EU Education Advisory Council

Ecole hôtelière de Lausanne

Industry Associate of the Institute of Business Creativity (IBC)

The Royal Institution

Elected as a voluntary Trustee, alongside my other roles, to help the Ri with Digital Transformation & IT/Media and cyber-security initiatives.
Currently Trustee of the Ludwig Mond Trust, which owns the Ri's HQ.

The Royal Institution is an independent charity set up in 1799, dedicated to connecting people with the amazing world of science. It's home is 21 Albemarle Street in Mayfair which is where public lectures take place and where the world famous Christmas Lectures for children is filmed.

http://www.rigb.org/about/organisation/team/trustees/fergus-boyd

Elected Trustee

Soho House & Co

- Head of Global IT Services, covering 35 member houses, 50+ restaurants, Works, Friends Studios, cinemas, retail outlets in US, UK, EU and Asia. Now part of MCG Inc - Membership Collective Group, NYSE: MCG
- Report into global CTO
- Manage a department of 20 staff and many service delivery partners

Global Head of IT Support and Hospitality Services

MindSauce

Mindsauce is a "knowledge on demand", micro-consulting tech start-up offering a cost-effective way to access industry experts on a one-off or scheduled basis. 

https://www.mindsauce.com/about/

Interim Chief Technology Officer

Village Hotels

Senior Data Architect leading BI/Business Intelligence programme and business process re-engineering at Village Hotels, a fast growing UK brand covering 30 hotels with up market, tech savvy rooms, restaurants, gyms, SPAs and co-working spaces.

Leading BI Programme

Red Carnation Hotels - part of the TTC family of brands

Reporting to the MD.
A family owned collection of award winning, four and five star hotels renowned for impeccable service and generous hospitality.
Responsible for the IT development and support, technology leadership, cyber security, DPO and PCI/GDPR compliance for the portfolio of 17 hotels in London, Dorset, Guernsey, Ireland, Switzerland, South Africa, USA, and also future hotel growth.

VP/Group Director of IT

YOTEL

Nominated as one of top 100 CIOs in UK 2016 and 2017
Report into the CEO of YOTEL, the innovative, affordable luxury, cabin-style, start-up hotel brand created by Simon Woodroffe.
Responsibility for all IT, technology leadership, application development, digital (website and app) and cyber security, and scaling IT and digital to meet hotel pipeline growth.
Delivered 35%+ of company revenue through direct digital channels. Up from 16% in 18 months.
Define, own and execute online strategy covering web, mobile, social media, customer experience and digital marketing.
Delivered new responsive website which achieved 50%+ conversion uplift.
Delivered new mobile app for IOS and Android.
Responsible for AB/MVT testing regime and selection of toolsets.
Accountable for email, CRM and loyalty strategy & delivery.
Co-developed a new PMS (Property Management System) with external partners.
Accountable for all digital marketing channels including PPC, SEO, display, programmatic, metasearch and affiliates.
Own and manage IT strategy and delivery, both customer-facing (hotels and in-room) and back office (finance, email, applications etc).
Own IT Support for HQ and UK/EU hotels.
Responsible for specification of IT in new hotels, circa $2-3m budget per city hotel.
Drive a company-wide digital transformation programme.
Also volunteer Trustee of Royal Institution http://www.rigb.org/ 
Also mentor at technology startup forum www.techstars.com
Also Council Member of www.hftp.org

Group Director/VP of Digital & IT

Virgin Atlantic Airways

•	Responsible for Commercial & Analytics/BI team who produce all commercial reporting for the web site and Flying Club loyalty scheme
•	Lead MVT/multivariate testing and website optimisation programmes including use of product videos
•	Lead marketing attribution/exposure to conversion initiative to understand value and cost of sale of each marketing touch point
•	Responsible for customer insights and voice of the customer online
•	Responsible for integrated Web & Contact Centre initiatives that drive customer service and NPS , eg click to call/chat
•	Head of mobile channel including apps, mobile website and SMS initiatives
•	Own & manage global affiliate marketing program. Involves negotiation of network contracts and managing ongoing relationships.
•	Define strategy for evolution of digital channels and evaluate and introduce new capabilities to boost sales and service

Senior Manager, eBusiness Strategy

Managed the 30-strong eCommerce/eBusiness team and ensured that the www.virginatlantic.com website continued to drive a significant part of the company's revenue and supported customer self-service and our loyalty programme.

Acting Head of eBusiness

Set strategic direction for our eCommerce initiatives, drive sales and service measures and exploit new opportunities by joining up Web and Contact Centre.
Created the strategy for our social media initiative and recruited and managed the team to deliver sales, service and sharing

Manager eBusiness Strategy & Capability

Appointed to create a new IT Innovation department, reporting into the CIO. Managed an IT development and consultancy group who worked across the business verticals.

http://www.rugit.ac.uk/meetings/presentationsnotes/archive/march2012/Innovation%20for%20Russell%20Group%20v3.pdf

Head of IT Innovation

Top CIO 100 in 2020, 2017, 2016. An entrepreneurial, customer-centric, energetic, commercially astute, big-picture and hands-on digital professional with hybrid digital marketing and IT experience. This includes CxO/Board level reporting, Digital Transformation, application development, R&D, IT and eBusiness vision/strategy/development, Prince2 and Agile Scrum programme management, managing departments and setting budgets, managing design and innovation processes, and delivery of a wide range of high profile customer service, email/CRM/loyalty, Business Intelligence/data science, cyber-security, web, mobile, social media and offline/online cross-channel initiatives.

Specialities: 

IT strategy and delivery
Digital transformation
Application development
IT Support and outsourcing
Business Process Re-engineering (BPR)
R&D/innovation
PCI/GDPR and Cyber-security 
eCommerce sales
Online self-service (FAQs, click to chat, click to call)
MVT/multivariate testing & website conversion optimisation
Business Intelligence (BI) / commercial analysis
Affiliate marketing
Meta search 
Attribution modelling/exposure to conversion
CRM/loyalty
Voice of the customer/customer insights & NPS
Innovation management and open innovation/co-innovation with customers
Project & programme management including Prince2 and agile
Mobile app development
Social media and interactive TV strategy
Social community development and management
RAD IT development ("IT Lite",  "Labs")
CxO level reporting & stakeholder management
Programme portfolio and budget management
Revenue Management
Online Sales Distribution
Leading high performing multidisciplinary teams
CRS, RMS, PMS, POS, BI, cyber-security and hospitality systems

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The Battle

Trenton Moss 👋

Fergus Boyd, PhD

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