Richard Keay

Richard has over 20 years’ experience in designing, delivering and improving customer service across digital and contact centre channels. Richard’s career spans both operational and consulting roles. Highlights of Richard’s experience include leading the design and implementation of greenfield global contact centres, channel strategy and operating model re-design across multiple private and public sector organisations and service automation using contact centre analytics and AI, all of which were driven by customer-centric service design principles with the customer journey at the heart of the transformation. Richard has also run contact centres in the past, for example as Head of Contact Centre for the London 2012 Olympics, and understands the challenges operational managers face each day.