I’m a contact centre and customer engagement specialist; helping UK businesses to manage the ongoing challenge of combining new CX technologies such as Artificial Intelligence with traditional methods of contact. I work with clients to build a best-in-class omnichannel customer experience and drive tangible gains in EBITDA, gross margin, and revenue per employee. I help businesses to deliver frictionless, personalised service. Many leaders are struggling with delivering meaningful change and transformation within contact centre environments that are already overloaded and under-supported. Our vision for this group is to explore the approaches and technologies that are shaping the customer and workforce experience today and to encourage members to share their insights surrounding approaches to Transformation and Innovation within their own organisations.