Solution Engineer, Salesforce
Dave has worked for technology companies since 1984 - predominantly in the customer service space. Dave spent a decade at Aspect, where he was involved with call centre pioneers such as First Direct, Direct Line Insurance, British Airways and QVC. This was followed by 2 years at Primus Knowledge Solutions, where he worked on helpdesk and knowledge management solutions based on KCS - Knowledge Centred Service. Seven years at Cisco followed, where he specialized on multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility. Since joining Salesforce in January 2012, Dave has predominantly been working with financial services companies. Dave has spoken at Call & Contact Centre Expo before, on topics such as 'Building an AI-Powered Contact Centre'' in 2018 and 'Observations from 500 Contact Centre Visits' in 2019. He has also recently been involved in service workshops at a number of business banks, asset managers, pension providers, health insurers and general insurers.