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Damien is a leader in Customer Experience (CX) and has over 15 years of UK and APAC market experience in the shaping and delivering customer-focused transformation programmes across industries.
He is passionate about the Customer and how technology can improve the way companies market, sell to and serve their customers, clients, end-users or consumers. He focuses on the future of customer engagement and the convergence of ‘physical’ /digital channels and the increasing prevalence of Conversational AI, Customer / Journey Analytics, and Cloud Platforms.
Damien’s core industry skills span Financial Services; Telcos; Software & Platforms; Utilities and Oil & Gas with a recurring emphasis on overhauling the CX. He has led a number of programmes spanning CX and Channel Transformation, Contact Centre Transformation, New Proposition Definition, Digital Strategy as well as Robo Advice, Core Banking Modernisation and Regulatory Change delivery.
He has performed a variety of roles, working on large-scale transformations in addition to shorter term, strategy, and op model design work. He specialises in CX-led transformation and has recently spent significant time architecting and delivering programmes that leverage Cloud, Data and Artificial Intelligence.