Based in the UK, but practice lead for Cognitive & AI across Europe, Wayne is responsible for all AI & Cognitive Automation deployments across EMEA, either building on existing RPA deployments or moving straight into AI & Cognitive.
Working with clients across the UK and Europe, Wayne is very hands on, in this new and exciting tech space, making use of technologies like Virtual Agents/Chat Bots, Intelligent OCR & Image recognition or Prediction & Automated Decisioning tools to increase the reach of automation tech into new areas of the business, delivering business value as well customer experience benefits when applicable.
Prior to ISG, Wayne held leadership roles in Telefonica O2 and BT in the UK, running the Digital Service operations, specializing in Online Chat, Communities and Social Media, developing market leading Digital Service operations, creating and delivering on significant channel shift plans to improve experience and lower operating costs. The next wave of Digital channels, being Chat Bots and Virtual Assistants, meaning Wayne is perfectly placed to take advantage of this new tech.
Prior to his focus on Digital Service, Wayne pioneered and ran the now infamous Telefonica O2 RPA Operation, setting up one of the first centers of excellence in 2011, creating the first fully virtualized workforce and automating over 700K transactions a month by 2015. Post O2, Wayne also internally consulted on the set up of the first RPA operation in BT Group, which automated it’s first few processes in late 2016, with plans to reduce more than 500 FTE within 3 years, as well as make the first moves into the Virtual Agent space until leaving for his role with ISG.