Jeremy has had a varied career that has focused on customer interactions and engagement across multiple ecosystems, from call center to digital platforms. Jeremy started in the call center industry during the tech boom of the 1990’s which saw explosive growth and was part of an organisation that went from 18 people to 1200 in 18 months. During this time it was recognised that traditional customer engagement mechanisms were not scalable and did not provide the flexibility needed to deal with explosive demand as training and recruitment was time consuming and resource intensive. Some years later while working as a digital channel manager there was an opportunity to implement a chat solution both from a proactive and reactive perspective which quickly grew into the channel of choice for customers who were stuck within different journeys. As technology has emerged to reliance on bots to automate some of the recurring or simpler queries has resulted in a tow pronged solution that allows for scalable always on tooling ensuring a cost effective and positive experience for customers.

Jeremy has worked in several verticals from utilities to SaaS providers but most significantly in telco and FS with roles ranging from Digital Director to Operations and Channel Management.

Paving the way for Digital Success at PTSB

During his Think Tank session hosted by goMoxie, Jeremy will explain how PTSB are using digital guidance technology to provide clarity and certainty to their online customers. Jeremy will also explain how their strategy and vision is evolving to help streamline the online experience and keep customers engaged and increase loyalty.