Simon Shaw
Director of Digital Care,
Virgin Media o2
Simon has spent his entire career in customer service, and is currently leading the Digital Transformation of customer contact for VMO2
He has had the opportunity to work across a range of industry sectors, which gave him the realization that all organisation, regardless of sector, face the same fundamental challenges: balancing ever-increasing expectations from customers along with continuing to drive operational efficiencies, andembrace new technologies whilst recognizing that fundamentally these are still very people-centric operations.
Today, Simon is regarded as a subject matter expert in the field of digital customer service/contact center transformation using an experience-led, human-centered design approach to service transformation–one that is underpinned by technology.
Sessions
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19-Sep-2024The Future of CXThe future of customer service
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