Des Smith

Des Smith has more than 20 years experience in consulting, working extensively across industries, with a focus on Telecommunications. He leads IBM’s Customer Value Strategy practice in Europe, which provides world-leading Customer Experience, Enterprise Digital and Business Strategy and Customer Intelligence consulting and Systems Integration services. Examples include developing the target operating model for clients' businesses, customer experience management, multi-channel customer management (including digital channel transformation and contact centre optimisation), sales effectiveness, and the delivery of core customer management and billing solutions.

Having worked with clients across Europe, North America and Africa, Des has a broad understanding of the issues in multi-national and cross-border work. His clients have included major telecommunications companies as well as various clients in media and financial services, varying from start-ups to major multi-nationals. Des applies his experience of large multi-functional transformation projects to help clients solve customer issues and so improve the value delivered to shareholders, customers and employees.

Specialties: CRM process and technology, telco