As a seasoned professional with nearly 40 years of experience in the contact centre industry, I have been a driving force in shaping customer and employee experience for some of the world's largest organizations. From the earliest days of cloud-based contact centres to the latest innovations in conversation and emotion auditing metrics and operational analysis, I have been at the forefront of creating millions of positive experiences for customers and employees alike.

My expertise in experience design, strategy, behavioural and organizational science, and experience auditing have enabled me to work with global organizations, government departments, patients, and employees to create impactful experiences. I specialize in experience design, build, operate, and strategy.

As the founder and former chairman of CXFO.org, the CX business science and training network of globally recognized experts, I am committed to sharing my knowledge and expertise with others.

I have also led major transformation and innovation programs for organizations such as Datapoint, C&W, Lloyds Bank, Barclays, John Lewis, Avaya, Cisco, VMware, and Intel, among others.

My recent work includes providing conversation management training, conducting workshops on defining trust agendas, and developing strategies for CIOs. I have also created training programs on successful processes for understanding customer emotions and empathy and conversation analysis for contact centre managers.

As a popular writer, speaker, broadcaster, event chairman, and trainer, I am a leader and pioneer in the measurement of customer emotion, customer experience design and engineering tools. I specialize in habit-based transformation, customer conversations, emotion, customer/employee experience contact engineering, customer value, customer effort, contact strategy, CRM, insight, social media, VOC/E, and business transformation best practice programs using AI algorithms.