Speakers

Neil has been instrumental to TalkTalk’s transformation of its customer operations in line with its Challenger Brand roots. His work has centred on reducing operational complexity and introducing a tight core of integrated platforms to support modernised customer interactions, digital support, and service management, underpinned by new ways of working across technical and customer-facing teams.

As a key part of this transformation, he has been leading the rollout of new operational platforms and operating models. This includes an industry-first partnership with Kraken, as a unified customer service system, following its impact on customer service in the energy sector; NICE CXone for contact centre interactions; and new diagnostic tools that allow teams to identify and resolve in-home Wi-Fi issues more quickly. Together, these platforms are helping connect customer insight, frontline teams, and digital channels in a single operational model. 
 
With more than 25 years in the UK telecoms sector across TalkTalk, Openreach, and BT, and an engineering background, Neil brings a timely perspective on how complex businesses can use integrated platforms, automation, and data to create simpler, more responsive customer engagement.