Steven Harris
Director, Head of Digital Transformation @Capgemini
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WORK HISTORY
Director, Head of Digital Transformation @Capgemini
London, GB
Leading digital transformation for Capgemini\'s Intelligent Customer Operations service in Europe and APAC• Overseeing transformation delivery, providing sales support and leading high-performing consulting team
EDUCATION
University of Cambridge
MA Cantab, Management Sciences
University of Cambridge
BA Hons, Management Sciences
SKILLS
ABOUT STEVEN HARRIS
With over 25 years of experience in customer experience transformation, I am a driven leader who helps large, complex organisations to achieve their CX and operational goals through business transformation and deployment of new technologies.Since becoming an independent consultant, I have contracted with a high growth BPO to help create/sell contact centre propositions and solutions that have an innovative mix of FTEs and technology automation (including GenAI). I have also been providing advisory services on the CX and CCaaS markets to strategy consulting and private equity firms.In previous roles at Odigo and Capgemini, I have worked with strategic clients in various sectors - in the UK and internationally - to sell and deliver CX strategy, CX transformation and CCaaS solutions. In doing this, I have managed CXO/Director level client relationships and led/coached multi-disciplinary teams. In creating and leading a new Customer Success team to look after Odigo\'s strategic clients, I maintained a growth mindset to ensure client retention and increase revenues - and worked with colleagues in Marketing, Sales, Product Management and Service Operations to integrate Customer Success properly within the business.
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