The C&UX Expo logo

27 & 28 MARCH 2019

ExCeL LONDON

Dave Thomson: Speaking at the Sales Innovation Expo

Dave Thomson

Principal Solutions Engineer  -  Salesforce

Observations from 500 Contact Centre Visits over 28 Years!

Dave will reflect on his last 28 years, working with contact centres all around the world. How have the challenges and role of the contact centre changed, as technologies and customer expectations have changed? What separates the good from the great? Who are the Trailblazers? And what are contact centres doing, to meet the challenges of the next decade?

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About Dave Thomson

Dave has worked for technology companies since 1984 – predominantly in the customer service space. Dave spent a decade at Aspect, where he was involved with call centre pioneers such as First Direct, Direct Line Insurance, British Airways and QVC. This was followed by 2 years at Primus Knowledge Solutions, where he worked on helpdesk and knowledge management solutions based on KCS – Knowledge Centred Service. Seven years at Cisco followed, where he specialized on multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility.

Since joining Salesforce in January 2012, Dave has predominantly been working with financial services companies. Dave’s most recent speaking engagements have covered “Artificial Intelligence for CRM,” “Delivering Exceptional Customer Experiences with Intelligent, Connected Service” and “Building a Customer Experience Platform to Service Digitally Enabled Customers.” He has also led service design workshops recently in England, Scotland, Ukraine, South Africa, Swaziland and Zambia.