I have over 25 years experience supporting organizations in improving the way in which they deal with their customers. I started my career in 1984 in the UK with Midland Bank (now HSBC) and moved to Price Waterhouse, later PricewaterhouseCoopers (PwC) in 1991. I was admitted to the Partnership of PwC, and moved to the company's United States operation in 2001. He then joined IBM in 2002 when they acquired PricewaterhouseCoopers' Consulting arm. I led IBM's global contact center optimization and multi-channel CRM practices. I left IBM in 2009 and founded ThoughtBurst. During my career, I have provided consulting services to numerous industries, including telecommunications, banking, insurance, capital markets, local government, high technology, media, entertainment, and retail. I am a recognized thought leader in the customer-facing solutions space and have a large body of published work. Throughout my career, I have presented at industry conferences, workshops and seminars. I graduated from the University of Sheffield in the UK with a B.A. (Hons) degree in Modern History and Politics.