Morris has been working over the last 3 years on projects around conversation analysis, emotions and efficiency metrics to contact centres. He is a senior leader, managing multi-million-pound budgets bringing more than 40 years’ experience in technology and customer experience. He has led major transformation and innovation programmes from the first Network Based Contact Centre Services to development of Customer Experience for organisations such as: Datapoint, C&W, Lloyds Bank, Barclays, John Lewis Avaya and Cisco VMware and Intel.
Morris is also the Chairman of the Customer Experience Foundation turning the latest innovations into practical solutions, advising on business strategy and innovation success. His work includes Visual IVR, Customer Emotion Journey mapping and Habit Based Transformation. Morris has worked with some of the world’s leading innovators and delivers industry keynotes around the world.