Nerys Corfield
Director, Injection Consulting
Nerys is Director of Injection Consulting. Before setting up her consultancy Nerys spent almost 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky.
Since setting up Injection Consulting in 2015 Nerys has immersed herself into the contact centre technology space.
This immersion into the world of contact centre technology coupled with extensive operational experience has existed as the backdrop to carrying out regular Contact Centre audits Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; CX Today; Enterprise Connect Technology Awards; Chairing the UK DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.
Did you know that 70% of digital transformation efforts fail?
This keynote will highlight how to avoid the pitfalls of transformation failure and shoot for success.
With customer service experience still a galaxy away from the much revered North Star,
Nerys will dig into her hypothesis on what you can do to stop gazing and start purposefully moving.
Nerys’ practical and candid perspective will leave you with a determination to review your current disciplines, to connect the silos and galvanise a team to willingly and consciously embrace change, leaving your legacy in a black hole.
