Video Series

Presented by

Aly Richards

Designed, conceived and led programme to deliver the worlds first AI driven contact centre – delivered £45m increase in EBITDA through retention strategies at O2 in the first year and delivered £75m increase in EBITDA through cross/up-sell strategies. This technology and approach is now deployed in many of the major telecos and banks around the world. Generated 600+ leads per month from a B2B marketing campaign by creating the CX Maturity Model. Teaches marketing at Warwick Business School on the MBA Executive course. Developed Intelligent Customer Engagement methodology and wrote the book. (Available on Amazon.)


Joel Collamer

Extensive insurance vertical business consulting experience at global IT service companies. Expert at complex digital transformation programs for global insurance carriers. Expert senior executive facilitator for future state digital solution envisioning (block chain, RPA, Cloud), driving organizational consensus and change management. Insurance Business Process subject matter expert – Comprehensive experience with all aspects of the insurance processing life cycle – Product Development, CRM, direct/broker/agent sales, underwriting, rating, invoicing/billing, claims, risk management, SAP/GAAP, insurance/reinsurance and actuarial. Experienced with multiple insurance lines of business – P&C Commercial, Workers Comp, Specialty, Personal Auto and Home and Reinsurance. Fully conversant with C-level metrics utilized for monitoring insurance financial and operational performance.

Part One

Part Two