Wayne Butterfield Email and Phone Number
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Wayne Butterfield phone numbers
For over 15 years, I've been at the forefront of AI (more recently Gen AI) and Intelligent Automation, pioneering solutions, taking calculated risks, and guiding businesses through digital transformation. From my early days of spearheading RPA, Self Serve and OCR initiatives to transforming customer interactions via Virtual Assistants & Chat Bots, my journey is fueled by both successes and valuable lessons. I'm passionate about ensuring organizations sidestep the pitfalls I encountered in my early adopter days and swiftly harness the power of modern technology for efficiency and growth.Experience:Digital Transformation Specialist: Initiated and led the automation of O2's manual back office operations, setting the pace for extensive shifts into innovative digital channels like Chat & Social.AI & Automation Consultant: Collaborated with Fortune 500 companies, harnessing tools like Generative AI, RPA, OCR, and Conversational AI. Delivered projects that provided immense value and efficiency gains for my clients.Public Speaker & Thought Leader: Recognized voice in industry events across the UK, Europe, and the USA. My areas of expertise encompass Robotic & Intelligent Automation, Digital Customer Service, Business Transformation, and the multifaceted impacts of Generative AI.Core Specialties:Intelligent & Robotic Process AutomationGenerative AI & Conversational TechDigital Customer Interactions: Live Chat, Social Customer Service & Self ServiceOnline Community BuildingStrategic Stakeholder ManagementContract Negotiation MasteryProcess Enhancement & Streamlining
Isg (Information Services Group)
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Partner - Ai, Automation & Contact Center TransformationIsg (Information Services Group) Jan 2022 - PresentStamford, Connecticut, Us
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Global Head Of Intelligent Automation SolutionsIsg Automation Jul 2020 - Oct 2024Stamford, UsAs Global Lead for Automation Solutions, I am responsible for helping organisations leverage Automation Technologies, such as RPA, NLP, OCR and Virtual Agents to create efficiency, and improve the customer/employee experience. I have over a decade of experience in either running an Automation Centre of Excellence while @ Telefonica O2,or assisting internal / external clients as strategic automation advisor with everything from opportunity reviews, governing automation programs, automation strategy and setting up automation CoE's across multiple technology types -
Director - Intelligent AutomationIsg Automation Dec 2016 - Jun 2020Stamford, UsResponsible for assisting clients on their Intelligent Automation Journey to delivery significant business value
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General Manager - Digital CareBt Jul 2015 - Nov 2016London, GbOperational and Strategic role, responsible for the growth of Digital Care channels at BT, covering Chat, Social and Online Communities and setting up RPA -
Head Of Digital Service Innovation & TransformationTelefónica Aug 2014 - Jul 2015Madrid, EsHaving successfully grown and managed one of Europe's largest Digital Service operations, I've moved into a more strategic role looking at the overall future of Sales & Service within Telefonica. As well as designing & implementing the Digital Service strategy for Sales & Service, and how this feeds into Telefonica's overall Contact Strategy, I have also designed how we service future products & propositions in a digital 1st environment, removing Voice from the mix completely.I'm the Telefonica lead on the large, complex Capita Transformation plan, implementing new tools and ways of working to the benefit of both agent and customer, enabling O2 to transition to an Omi-Channel future for our customers. -
Head Of Rpa / Back Office / Digital ServiceO2 (Telefónica Uk) Nov 2010 - Aug 2014Reading, England, Gb• Reduced offshore Back Office FTE from 390 to 250 in 2012 through automation and process improvement• Implemented Robotic Process Automation delivering benefits of over £900K in year 1 – 400K transactions a month automated.• Developed & lead Super Size - Self Serve work programme driving 25% increase in Self Serve usage by our customers• Redesigned O2’s Early life comms strategy, to be less Sales & more Service focused helping to drive early adoption of Online as a Service channel – Reducing costly Voice contacts• Developed & lead Chat Get Well programme, building up solid foundations for O2’s Web Chat operation to achieve 1 Million chat capability in 2013• Completed £70 million, Offshore Outsource Supplier RFP + Contract negotiations for all 3 chosen suppliers in early 2012 -
Back Office Sourcing ManagerO2 (Telefónica Uk) Nov 2008 - Nov 2011Reading, England, Gb• Operationally managed over 390 FTE completing over 1 million Back Office, whitemail and basic complaints handling transactions per month between onshore and offshore locations• Commercially managed 2 offshore Partners, reviewing monthly invoices, assessing on- going FTE requirements and ensuring O2 has market leading commercials in place.• Spent time in Offshore locations, visiting partner sites, later utilising relationship to negotiate additional FTE at reduced hourly rate/FOC on occasions. • Set up new offshore Back Office & Chat Partner following successful RFP conclusion• Manage UK Team of 11 FTE with responsibility of raising £50 million in Credits, Back Office Outsourcing & Process Improvement.• Transformed Back Office mix between UK and Offshore delivering 25% efficiency gains in productivity.• Delivered restructuring savings within UK of over 50 FTE (£1M per annum.)
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Credit & Revenue Assurance ManagerO2 Uk 2006 - 2008Reading, England, Gb
Wayne Butterfield Skills
Wayne Butterfield Education Details
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Garforth Comp
Frequently Asked Questions about Wayne Butterfield
What company does Wayne Butterfield work for?
Wayne Butterfield works for Isg (Information Services Group)
What is Wayne Butterfield's role at the current company?
Wayne Butterfield's current role is Augmenting the human workforce, and enabling the future of work through AI & Automation.
What is Wayne Butterfield's email address?
Wayne Butterfield's email address is wayne.butterfield@o2.com
What is Wayne Butterfield's direct phone number?
Wayne Butterfield's direct phone number is +4414835*****
What schools did Wayne Butterfield attend?
Wayne Butterfield attended Garforth Comp.
What skills is Wayne Butterfield known for?
Wayne Butterfield has skills like Outsourcing, Stakeholder Management, Customer Experience, Management, Business Process Improvement, Process Improvement, Service Delivery, Strategy, Telecommunications, Call Centers, Project Delivery, Vendor Management.
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