I am a seasoned principal consultant with experience spanning over 20 years in the contact centre industry. With a strong contact centre strategy and operations foundation, I bring extensive expertise in transformational change, customer experience enhancement, and channel strategy. Having immersed myself in contact centre operations and omnichannel customer management, I possess a wealth of knowledge that empowers organisations to elevate their customer management outcomes. I take the lead in client delivery, spearheading initiatives that catalyse operational excellence. I have played a pivotal role in the development of the Davies Operational Review methodology, a key framework utilised to assess an organisation’s operational maturity, effectiveness, and CX delivery.