Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and he has spoken at over 300 events and visited over 500 service centres in Europe, America, Africa and Asia.
Dave spent 10 years in Aspect, where he was involved with industry pioneers such as First Direct, Direct Line, BA and QVC. This was followed by 7 years at Cisco, where he worked on the full Unified Communications and Collaboration portfolio, but specialized on multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility.
Since joining Salesforce in 2012, Dave has been helping companies build service solutions that meet the needs of digital customers – who are increasingly multi-channel, multi-device, social and mobile.
The Call Centre is Dead – Long Live the AI-Powered Contact Centre!
In this presentation, Dave will look at the changing requirements of digitally enabled customers and employees and through a series of case studies will show how call centres can harness the latest technologies, particularly Artificial Intelligence, to at last deliver the contact centres and customer journeys that the industry has been promising for years!