Embed, a leading worldwide supplier of point-of-sale and revenue management systems, has announced a global movement in its chief executive teams to reinforce “The Embed Difference”.
Renee Welsh, CEO at Embed, says: “We always say that our customers are at the heart of everything we do and how we do it—our customer-centricity has always been the driving force of our business.
“This is not just PR talk or a company line; this is The Embed Difference—the commitment to layering value for our customers to enable their success, which includes partnering with the best tech partners, like Amazon Web Services, Apple, and Google, breaking industry barriers, and travelling to the corners of the world to be with them.”
Strategic moves & appointments
To strengthen the company’s presence in a region with significant growth opportunities, Embed’s CEO Renee Welsh and CTO Andy Welsh have relocated from Singapore to Dubai, UAE, the company’s EMEA headquarters.
Rob McMenamin has joined Embed as the new Europe, Middle East and Africa (EMEA) general manager to support Welsh’s regional objectives. McMenamin, previously director of leisure and entertainment at Majid Al Futtaim (MAF), brings vast experience in the entertainment industry from the UK, Australia, and the Middle East.
This strategic EMEA move follows the relocation of the company’s C-suite executives Sara Paz, CMO and chief growth officer, and Michael Lopez, CXO and general manager, North America and South America (NASA) region, who moved from Singapore to Dallas, US, early last year.
Lopez welcomes the newest members of the CX team, who will help Embed continue to prioritise training, support, and customer care. The company’s 99% customer approval rating is further strengthened with the addition of Mike Hartgrove as the new global director of customer experience. He brings management experience from many sectors to lead the support and training teams.
With more than 17 years of C-level executive leadership experience in the health sciences industries and as president of wellness start-up The Virtual Formula, Michael Smith has been appointed as Embed’s global director of installation. Smith will work to guarantee the smooth operation and uniformity of the Embed system in every location.
Supporting success for the Embed Family of FECs
With their relocation to Dallas, Paz and Lopez have launched an ongoing programme of customer success initiatives for the Embed family of FECs. The Embed Success Squad was hired in North America within a few months and has produced exceptional results.
This committed group of experts, consultants, and professionals are tasked with the sole goal of helping Embed clients make the most of their system through free SaaS product trials, online and in-person training, best practice consultations, in addition to complimentary marketing toolkits and printed marketing collateral.
The Success Squad includes two payment industry experts, known as Payment Gateway Gurus. They offer complimentary payment processing consultations to help Embed customers reduce losses caused by fluctuating processing rates, hidden fees, merchant fees, and more. By simply changing payment providers, operators can benefit from significant savings.
The move to the NASA region led to an industry-first event, the Embed Connect Summit, which marked the opening of the IAAPA Expo 2024 week in Orlando. This event allowed Embed customers to network, share insights and best practices, and collaborate with industry leaders to advance their businesses.
Renee Welsh says: “We’re expecting to yield groundbreaking results with this strategic EMEA movement to complement what we have accomplished in the NASA region thus far.”
Embed’s upcoming event schedule includes the IAAPA Middle East Summit in Riyadh from 17 to 19 February; IAAPI Expo India in Mumbai from 19 to 21 February; and Amusement Expo International in Las Vegas from 19 to 20 March. Attendees will be able to see free demos of integrated hardware and software solutions, including the Mobile Wallet, STATS, smartTOUCH+, KIOSK+, and TOOLKIT suite, as well as game cards and wearable media.
Renee Welsh was recently featured in blooloop’s “Ask the Experts” series, where she shared insights on selecting the best FEC tech partner and discussed key factors ranging from scalability to support and innovation.
