Principal Consultant - Managed Analytics
Luke has worked within the contact centre industry for 8 years with the majority of his time focussed on utilising data to improve performance. From early in his career Luke was involved in the analysis and practical application of unstructured data (speech & text), starting as an analyst and moving on to lead multi-discipline teams. Throughout, his focus has been on the use of data to inform actions, not simply being there to produce a report.
Through roles with both Verint & Capita, Luke has worked with a number of industry-leading names such as; Samsung, John Lewis, HSBC, PwC, BT and Volkswagen Group where he implemented data lead improvements in customer experience, contact centre performance and cost savings.