top of page

Our Associates


ImproveCX are proud to collaborate with our talented associates. Through their knowledge and experience, they provide added value to our consultancy. These valuable resources enable us to provide our clients with additional niche skills and world class expertise, when required.

Milena Mastroianni

Milena is Head of Computational Linguistics with 10+ experience delivering Knowledge Management, Web-Self-Service and Contact Center optimization solutions. 

Milena was formerly Senior Business Analyst at InQuira and experienced the full transition to Oracle Knowledge Enterprise and Oracle Knowledge Advance while being a key member of the Oracle Consulting Services team.

Since its launch in 2015, Milena has worked on numerous multi-language Oracle Knowledge Advance projects  for international clients spanning a variety of industry verticals. 

Milena's linguistics expertise coupled with her governance, strategy, training, dictionary-development, configuration and deployment skills makes her an invaluable resource for designing and building systems that work at scale across multiple industries, locations and languages.

Milena is passionate about health and well being and is the Founder of  Root and Leaf a Nutritional Therapy practice. 

Ryan Hollander


Ryan has spent the last 15+ years delivering innovative technology solutions for Fortune 500 clients with a focus on Knowledge Management and Contact Centers.  In depth technical knowledge, proven record of success, action-oriented, consistently finds new alternatives, successfully promotes new ideas, leads teams to successful delivery, maximize ROI, likes to learn new technologies and tries to have some fun along the way.


Expertise in: web application software development / application systems architecture / load and performance profile, testing and optimization / secure application development practices / maintainable systems development / reducing total cost of ownership / project estimation, scoping, documentation, design, development, testing, delivery, and support.


Technologies: Java 8, JavaEE, JavaScript, HTML5, CSS3, SQL, NOSQL, Oracle Knowledge / InQuira


Experience with: Defining and developing large infrastructures for platform and application delivery of highly available implementations scaling to millions of users; Development and implementation of new technologies on emerging platforms. 

Kevin Singleton


Kevin is our Chief Service Cloud Associate. Kevin is an IT professional with 10+ years experience of implementing Oracle Service Cloud (formerly RightNow) as consultant and leading Oracle's Service Cloud consulting team as practice manager. 

Kevin's core competencies are 


  • Oracle Service Cloud functional and technical expertise 

  • Requirements analysis and mapping to a workable solution outline

  • Scoping and estimating of configuration, customisation and integration 

  • Proposal creation and contract negotiation 

  • Solution design - both technical and functional 

  • Project Management 

  • Management of the local implementation team and offshore resources

  • Sourcing experienced Service Cloud consultants 


Before Oracle and RightNow, Kevin's roles were as consultant for other CRM software vendors; Baan, Matrix Software and Workstations, and as a contractor developing field service and helpdesk solutions. 

Simon Huggins


Simon has over 20 years of enterprise experience including 10 years on Java enterprise technology.


Over the years, Simon has worn many hats including solution architecture, tech lead, product management, technical development, project management, functional support, operational support, training, pre-sales development and presentation.


Simon was Principal Technical consultant at InQuira and Oracle Consulting Services.


He is very adept at several rapid application development technologies including Agile and phased DSDM as well as Waterfall methodologies. Simon is a Certified Scrum Master (CSM).

Bettina Pickering


Bettina is our international business transformation and behavioural people change specialist Associate. Over the past 20 years’ she has led and delivered over 60 complex people and culture change programmes in multi-country, culturally diverse, and fast-changing environments.

Bettina has a strong track record in successfully embedding behavioural and culture change whilst successfully navigating complex interdependencies, stakeholder engagement and people challenges across divisions and countries. Her behavioural and culture change expertise is grounded in neuroscience and organisational anthropology supported by qualifications in C-IQ (Conversational Intelligence for Leaders), Neuro-linguistic Programming and an MA in applied Coaching on Emotions.


Her experience covers all facets of change management including change strategy & road-mapping, effective customer and employee journeys, change impact analysis, stakeholder management, leadership/employee engagement, communications, change readiness assessment, training design & delivery, employee engagement, benefits identification and realisation, change support networks, development of internal change management capability.

bottom of page