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Mark Finlay
Mark Finlay
Mark Finlay is Chief Commercial Officer of Moneypenny, customer conversation experts. He is responsible for leading all commercial matters for the Group, and has a passion for exceptional customer service, always exploring ways in which Moneypenny can do more for clients, including harnessing the potential of the human and tech relationship for the ultimate customer experience.
Often running at full capacity, with teams wearing multiple hats, and leaders juggling competing priorities, there’s rarely time for small businesses to step back and reflect

How small teams can learn big-company resilience

Mark Finlay
Apr 7 '26
Often running at full capacity, with teams wearing multiple hats, and leaders juggling competing priorities, there’s rarely time for small businesses to step back and reflect
For many small and medium-sized businesses, mergers and acquisitions are one of the fastest routes to growth.

Why customer experience is the hidden risk in mergers and acquisitions

Mark Finlay
Mar 5 '26
For many small and medium-sized businesses, mergers and acquisitions are one of the fastest routes to growth
For small professional services firms, the last few years have transformed how work gets done, and more importantly, how clients expect it to be delivered

Embracing hybrid-service models: what small professional services firms need to know in 2026

Mark Finlay
Jan 9 '26
For small professional services firms, the last few years have transformed how work gets done, and more importantly, how clients expect it to be delivered
why December is the perfect time to reflect and refocus

Elevating your brand through purpose: why December is the perfect time to reflect and refocus

Mark Finlay
Dec 12 '25
For many small businesses, December brings a natural pause. Projects wrap up, inboxes quieten, and teams finally take a breath
The power of focus: building businesses that get things done

The power of focus: building businesses that get things done

Mark Finlay
Nov 20 '25
Businesses are busier than ever with new tools, dashboards, and systems all rolled out in the name of progress
Redefining customer experience with AI: 11 practical examples

Redefining customer experience with AI: 11 practical examples

Mark Finlay
Oct 1 '25
If you’ve ever called a company and spoken to a system that can answer questions, book appointments or route you to the right person without putting you on hold, you’ve already had a taste of what an AI voice agent is
Human-led AI… the secret weapon for trust

Human-led AI… the secret weapon for trust

Mark Finlay
Sep 24 '25
AI is everywhere. It’s streamlining admin, speeding up response times, and automating the repetitive tasks that can slow teams down. But while adoption is accelerating, trust remains a hurdle, especially in customer service, where relationships and loyalty are built on something far more human
What’s an SME’s best growth strategy in 2025? Customer service

What’s an SME’s best growth strategy in 2025? Customer service

Mark Finlay
Aug 6 '25
SMEs are facing a familiar but urgent question: what’s the smartest, most sustainable way to grow?
Transparency at work: The secret to SME resilience and growth

Transparency at work: The secret to SME resilience and growth

Mark Finlay
Jul 9 '25
For small and medium-sized enterprises (SMEs), transparency can be a powerful differentiator
For SMEs, it’s the strength of their operational backbone—people, processes, and technology—that sets the tone for every customer interaction.

How operational excellence powers exceptional customer experience

Mark Finlay
May 15 '25
For SMEs, it’s the strength of their operational backbone—people, processes, and technology—that sets the tone for every customer interaction
For small and medium-sized enterprises (SMEs), finding the right business solutions can be a challenge.

Beyond one-size-fits-all: Personalisation as a competitive advantage for SMEs

Mark Finlay
May 5 '25
For small and medium-sized enterprises (SMEs), finding the right business solutions can be a challenge
There is no doubting that customer experience (CX) is the heart of any successful business.

Customer experience: The perfect blend of humans and technology

Mark Finlay
Mar 6 '25
There is no doubting that customer experience (CX) is the heart of any successful business