Duncan Barnes

Duncan Barnes is a consulting partner at Deloitte Digital specializing in digital customer engagement. He leads the utilities team and sales & service transformation groups in the United Kingdom, supporting clients to navigate utility market disruption. With over 19 years of experience in major customer-focused business and technology transformation programmes, he is passionate about designing better customer engagement strategies that help clients deliver great customer experiences, increase revenue and reduce cost to serve. His work typically involves new customer/channel strategies and enhanced marketing, sales and customer service operating models—enabled by leading-edge digital technologies. Barnes leads both advisory and large-scale technology delivery engagements, with experience in CRM, web, mobile, campaign management, analytics, contact centre, and field service technologies. Barnes holds a master’s degree (Meng) in aeronautical engineering from the University of Bristol.