An award-winning digital transformation professional highly experienced in AI strategy and conversation design, digital optimisation, UX & CX improvement and contact centre efficiency.I have worked with some of the world's largest brands implementing superb digital experiences that deliver measurable results in success metrics, productivity and revenue. Above all, I create unforgettable customer and user experiences.With 15 years of experience across contact centre quality and training, operations, offshore vendor management, and customer journey design, I leverage my vast global experience to design and implement strategies which organisations and customers love.I have circumnavigated the globe spending thousands of hours side-by-side with contact centre agents across Asia, the US, Australia and New Zealand know how to craft automated journeys that benefit both the end user and human contact centre agents. I'm also an experienced writer and designer experienced in creating AI chatbot personas that feel authentic and human. My experience in conversation design, natural language understanding (NLU), Generative AI and large language models (LLMs) allow me to create seamless AI-driven experiences that benefit customers, agents and organisations.