Tony is a highly experienced Consultant specialising in Customer Contact, Communications and IT related services with a rare combination of skills covering Strategy, Procurement & Negotiation, Transformation, Solution & Service Design together with Delivery. He is highly motivated and accustomed to both leading and being part of multi skilled and virtual teams in the delivery of high business value and often complex Client programmes.He has a demonstrable track record of programme delivery and has strong business, commercial and operational awareness to support his Solution Architect, Management and leadership skills. Tony welcomes change and excels when operating within highly challenging environments. Tony has a track record of negotiating, designing and delivering complex transformational outsourced and managed communications services contracts; including bleeding and leading edge Customer and Employee experience solutions including AI based automation. In addition to this Tony has led the business recovery of failed or failing services that severely impacted the operational capability of FTSE 100 organisations. This experience is based on building and negotiating strategic contracts on both the Service Provider side and Client side. Whilst working within the former he has played a key role in developing and deploying new and often complex Managed and Outsource Services. On the Client side Tony has played a key role in defining the business requirements and associated benefits. When coupled with his strong Solution & Operational design and Commercial knowledge this gives Tony a rare and sought-after balanced view of what can be achieved through the delivery of both transformational and operational solutions in the marketplace today.Tony has an up to date view of the CX and EX marketplace, which is drawn directly from both his current and recent client engagements. Focus Area: Optimisation and business benefit delivery from complex Services such as Omnichannel, Conversational Messaging, AI / BoTs, RPA, /RDA and Unified Comms based solutions and Metaverse.Business requirement, ROI business case though to design and deployment.Stabilisation and optimisation of failing services.Procurement of Outsource, Managed and Contacts Centre Services.Cisco, Avaya, Genesys, Aspect IP Contact Centre and IP TelephonySaaS based servicesVerint, Calabrio & Nice Call Recording, QM & Work Force Management