- Customer: Chantelle Newton
- Date post: March 21, 2017
Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous projects designing and implementing operating models at a strategic, operational and technological level. A particular area of expertise is in channel optimisation and the implementation of digital initiatives.
Simon has held senior consulting roles with IBM, CM Insight and Verint Consulting and appointed as Director of Training, Consulting and Speech Analytics for Verint in 2011. Simon’s client successes cover transformation programmes for many of the UK’s top brands across multiple sector’s including BT, Tesco, British Airways and Camelot.
Earlier in his career, he spent several years working in the water industry and later joined BBC TV Licensing, where he was responsible for customer experience delivery in the outsourced contact centre operation that managed the collection and enforcement of the TV licence fee.
Whilst with IBM, Simon was lead Solution Architect for a number of multi-million pound outsourcing contracts working with a global toolkit of multi-channel technology and outsourcing model’s.
Passionate about understanding and enhancing the customer experience whilst driving commercial benefit for the organisation, Simon combines a solid technology understanding with a real world pragmatism which has the customer at its heart.