Amit Ghai Email & Phone Number

London, Gb

Uxbridge, England, United Kingdom

Milton Keynes, England, United Kingdom

London, United Kingdom

Due to increased competition and market regulation Centrica (British Gas) went through a Digital Transformation to shift customer contact to more cost efficient channels, mainly through improving the customer experience in the self serve channels. Managed a project that focused on shifting customers from voice to digital channels (Web, App and Chat) using changes in the IVR. This involved the formulation of a customer centric, contact type based deflection strategy, faced a challenging change… Show more Due to increased competition and market regulation Centrica (British Gas) went through a Digital Transformation to shift customer contact to more cost efficient channels, mainly through improving the customer experience in the self serve channels. Managed a project that focused on shifting customers from voice to digital channels (Web, App and Chat) using changes in the IVR. This involved the formulation of a customer centric, contact type based deflection strategy, faced a challenging change environment with many stakeholders resistant to transformation but managed to still progress and successfully deliver at pace. Show less

London, United Kingdom

In order to offer customers cheaper tariffs and compete more on price with its competitors British Gas set out to reduce their cost of acquisition. Managed a key Digital Self-Serve project under the sales operation transformation programme. This involved the discovery and delivery of change initiatives alongside the business and technology functions, driving customers to shift sales contact from voice to self-serve channels, delivered in excess of £2m annualised cost savings. Changes… Show more In order to offer customers cheaper tariffs and compete more on price with its competitors British Gas set out to reduce their cost of acquisition. Managed a key Digital Self-Serve project under the sales operation transformation programme. This involved the discovery and delivery of change initiatives alongside the business and technology functions, driving customers to shift sales contact from voice to self-serve channels, delivered in excess of £2m annualised cost savings. Changes involved; building and promoting new digital sales journeys, automation of processes using Chatbots, 2 way SMS / email and opertional process change. Show less

Through many acquisitions and delivery of siloed programmes / projects, TalkTalk’s customer communications became inaccurate and inconsistent leading to a poor customer experience. Managed a project to redefine how TalkTalk communicated with their customers, delivered a new fit for the future customer communication management platform. Replaced all the comms templates including system triggers, using new branding, content and call to actions that drove a better digital first customer… Show more Through many acquisitions and delivery of siloed programmes / projects, TalkTalk’s customer communications became inaccurate and inconsistent leading to a poor customer experience. Managed a project to redefine how TalkTalk communicated with their customers, delivered a new fit for the future customer communication management platform. Replaced all the comms templates including system triggers, using new branding, content and call to actions that drove a better digital first customer experience. Saw a reduction in calls and improvements to CSAT scores. Show less

London, United Kingdom

Due to increased competition and other market conditions TalkTalk embarked on a business transformation within their consumer division, in the main to reduce churn and return to a growing customer base. Project managed and led key projects that delivered business benefits. Delivered the first Pega Case Management project that transformed the join journey within a tight timescale and reduced early life churn, working very closely with the business in an agile manner. Recovered a failing… Show more Due to increased competition and other market conditions TalkTalk embarked on a business transformation within their consumer division, in the main to reduce churn and return to a growing customer base. Project managed and led key projects that delivered business benefits. Delivered the first Pega Case Management project that transformed the join journey within a tight timescale and reduced early life churn, working very closely with the business in an agile manner. Recovered a failing channel decisioning project (Pega NBA) and managed to successfully roll out personalisation to the digital and agent channels., improving NPS, reducing churn and increasing sales. Show less

TalkTalk 2.0 was the technology led transformation focused on simplification of the technology architecture in order support future business demand more efficiently. As part of that transformation I led a Shared Services Programme in which a SOA gateway was implemented, a SOA governance methodology was adopted and a number of utility applications (SMS gateways, post code checker etc) were rationalised.

London, United Kingdom

Co-founded an identity and access management security application. Themis was founded on idea that the password was no longer fit for purpose and a context based adaptive approach to identity and access management was required to provide the best balance between security and user experience.

London, United Kingdom

Business Information Systems

Education record