MattSmallman-06

Hi, I'm Matt

My mission is to eliminate frustrating, time-consuming and pointless security processes from all call centres so customers can get the service they need, agents can focus on helping them, and everyone is protected from fraud.
Impact

How I Serve

My unique perspective comes from experiencing call centre security challenges from every angle, leading enterprise implementations as an accountable executive, pioneering voice biometrics technology when it was considered impossible, advising solution providers on product strategy, and surveying the entire market as an analyst. This allows me to bridge the gap between security theory and operational reality, helping organisations implement solutions that actually work rather than chasing the latest technology trend.

Practitioner & Innovator

Transforming Security in the Real World

I design and implement modern security solutions that work in the real world, not just in theory. Having led the world's first Voice Biometrics implementation for call center authentication, I understand the practical challenges organisations face when moving from concept to deployment.

  • Leading end-to-end Voice Biometrics and Network Authentication implementations
  • Designing customer journeys that balance security with experience
  • Measuring and optimising security performance post-implementation

Industry Analyst & Thought Leader

Shaping Industry Understanding

I help the industry understand the potential and reality of modern security technologies. As a contributing analyst with Opus Research, I evaluate solutions in the market and track adoption trends among implementing organisations.

  • Writing the book "Unlock Your Call Centre" to guide industry best practices
  • Speaking at industry events and leading educational webinars
  • Co-authoring the annual Intelligent Authentication and Fraud Prevention Intelliview

Independent Advisor

Providing Unbiased Guidance

I help both implementing organisations and solution providers navigate the complex call center security landscape with vendor-neutral advice that prioritizes results over particular technologies.

  • Advising solution providers on product strategy and market positioning
  • Helping investors understand market potential and technology trends
  • Leading the Modern Security Community to promote shared learning
Journey

How I Got Here

I've always been fascinated by problems that others thought couldn't be solved, especially when they involve the combination of advanced technologies and human behavior. My journey to becoming a call centre security expert began in an unexpected place.
2000

Early Career

As a British Army officer during the height of the "War on Terror," I found my niche developing and teaching techniques to help soldiers prevent terrorist attacks in Iraq and Afghanistan. This taught me that given the right combination of technology, people and process informed by clear understanding of the enemy anything is possible.
2006

Transition to Corporate World

After leaving the military, I found myself in financial services and ultimately drawn to call and contact centres - complex environments where technology and human interaction meet at scale. Leading contact centre and customer experience teams at two major UK retail banks, I witnessed firsthand how traditional security processes undermined every dimension of performance:
  • Customers frustrated by lengthy questioning
  • Agents prevented from focusing on customer needs
  • Fraudsters still finding ways through rigid defenses
2010

Discovery

After being laughed out of a few offices, I finally convinced leadership to let me try a different way. And so began a journey of learning and collaboration:
  • Starting with the customer and the seamless experience we wanted to create for them
  • Identifying the technologies that could support this even if they weren't perfect - More than a few vendors told us what we wanted to do couldn't be done
  • Figuring out how to make them work together and deliver the outcomes we needed
2012

Voice Biometrics Implementation

We launched the world's first Voice Biometric service as the primary means for call centre authentication. The results surprised even me - the technology worked better than expected, customers loved it, agents were finally able to focus on helping them, and we won a string of awards
2016

Independence

I expected the industry to rapidly follow our lead, but five years later, very little had changed. It wasn't the technology that was holding organisations back - it was the challenge of understanding its value, implementing it effectively, and ensuring they achieved the outcomes they needed.

I realised my unique background positioned me to help bridge this gap. I left the comfort of corporate life, founded SymNex Consulting, and committed to my mission of eliminating frustrating, time-consuming, and pointless security processes from call centres worldwide.

2022

Published "Unlock Your Call Centre"

I published 'Unlock Your Call Centre' to share my methodology and insights with a broader audience. This practical guide has helped organisations worldwide implement modern security approaches even when I couldn't work with them directly.
2023

Modern Security Community

Recognising that collective knowledge accelerates progress, I launched the Modern Security Community in 2023. This growing network of practitioners shares experiences, identifies best practices, and promotes modern security approaches in a confidential environment.
2025

Today

I've been fortunate to lead the design and implementation of modern security processes for some of the most customer-centric brands across North America and Europe. My measure of success isn't the projects completed, but the 250+ million quicker, easier, and more secure calls their customers have experienced.
Approach

How I Work With Clients

My approach to call centre security is built on lessons learned from implementing solutions in diverse environments. I believe in balancing data with observation, pragmatism with innovation, and always keeping the end goal in mind: better experiences for customers, agents, and businesses.

Data-Driven with Human Context

I balance quantitative analysis with qualitative understanding to get the complete picture

I'll dive deep into your data - authentication times, success rates, fraud incidents - but I'll also sit beside your agents to observe real interactions. The numbers tell you what's happening; watching and listening tells you why. This combination has repeatedly uncovered insights that data alone would miss.

Pragmatism Over Idealism

I focus on finding the best achievable solution within your real-world constraints

Every organisation has unique constraints - legacy systems, compliance requirements, budget cycles. Rather than proposing an 'ideal' solution that can't be implemented, I work with your realities to design the most effective solution possible today, with a roadmap to build on as constraints evolve.

Outcomes-Focused Implementation

I'm committed to tangible results, not just deliverables

I don't just deliver strategy documents or implementation plans. I work alongside your team until measurable improvements are achieved. When unexpected challenges arise - and they always do - I help navigate them rather than rigidly sticking to the original plan.

Unwavering Integrity

Your interests always come first, with complete transparency and confidentiality

I work with implementing organisations, solution providers, and industry analysts, maintaining strict confidentiality between all parties. I receive no compensation from vendors for recommending their solutions and will always disclose any potential conflicts of interest.

Start

Work With Me

I work best with organisations that recognise their current security processes aren't serving customers, agents, or the business effectively and are committed to meaningful improvement. Whether you're just beginning to explore modern security solutions or need help optimising existing implementations, I can tailor my approach to your specific needs.
I also love learning about the different challenges people and organisations face so am always happy to have a chat with no obligation to take it any further.
So either send me an email at matt.smallman@symnexconsulting.com or book an initial call below at a time of your choosing.