Paul Weald's Linkedin Analytics

After 30 years working in contact centres, my experience covers all aspects of people, process, technology, operations and Customer Experience. I have seen and solved many business performance issues before. My focus is on innovation – how businesses can exploit the latest technology such as Generative AI to automate and augment customer interactions and how businesses can deliver new ways of working such as GigCX where customers help customers to deliver a more authentic brand experience. This is the focus of my work across: 1. Contact Centre Strategy – customer contact handling strategies – either insourced or outsourced – that deliver effective Customer Experience across multiple channels of phone, email, SMS, and online. Business case development to identify the opportunities for transformation to deliver operational improvements including cost to achieve and implementation barriers. 2. Change management – achieve a step-change in the operational performance of contact centres - whether that is to reduce costs or increase contact centre effectiveness. Continuous Improvement is key to generate results and get buy-in to new ways of ways of working across all stakeholders 3. Contact Centre Transformation – to transform a multi-channel contact centre operations to support a digital first approach. An agile methodology allows early sight of how the solution impacts the telephone demand and overall customer experience. Unpinning this is a belief that every contact centre can achieve excellence. I have been a contact centre awards judge for the past 15 years and currently judge for the UK Customer Experience Awards – so I certainly know what good looks like. Over the past 6 years I have added an entrepreneurial flair, becoming an Angel investor in six start-up businesses – two in the customer management space, two in eCommerce and two in behavioural change across heath care and sustainability. This gives me a unique insight into the latest trends and innovations that can be applied to contact centre improvement, people change and digital transformation. Specialities: Contact Centres, CRM, Outsourcing, Customer Experience, IVR, Business Transformation, Performance Management, SaaS, Analytics, Change Management Some of the things that clients say about me..... “A great consultant.” “‘First class’ leader in providing call centre transformation.” “Paul’s enthusiasm and visionary approach is always motivational.”