Sat is the CEO at IPI. A visionary leader in the technology industry, with a proven track record of innovation and business growth. Sat drives the company’s strategy, underpinned by his passion for building a purpose and people led culture. Under his guidance, IPI continues to build new capabilities to provide clients with Exceptional Customer Contact

Jason is the originator of the “appropriate handling time” concept, helping teams focus on delivering meaningful customer outcomes while improving processes and driving value. He developed the Customer Hub framework, integrating customer insights across organizations.

As a Customer Transformation Advisor, Jason has worked with leading retailers, non-profits, and outsourcing firms, guiding them through organizational and technological change. In 2023, he co-created the CCMA Standards Framework and serves as a lead appraiser, while also judging UK and European award programs focused on people and technology.

Steve is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK & US contact centre industries. He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.

Steve is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over twenty years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor.

His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.

Ian is the Lead Product Manager at IPI. With a career spanning over 25 years, he’s championed innovative approaches, achieving numerous patents for digital product experiences.

Throughout his career, he’s played pivotal roles at Virgin Media O2, Vodafone Group, Nokia, and Deloitte Consulting, shaping transformative CX strategies and overseeing design frameworks for global platforms. Today, Ian leads the product evolution of ECX Contact Centre as a Service at IP Integration, where we are passionate about customer-centricity and aligning technology with customer needs to deliver exceptional product and customer experiences.

Mark is the Technical Architect for Security at IPI, where he oversees both internal and external security strategies. In his role, Mark is responsible for designing and implementing advanced security solutions to protect IPI’s own systems, as well as those of its clients across various industries.

With a focus on safeguarding critical infrastructure, Mark ensures IPI maintains strong internal security protocols while helping clients defend against evolving cybersecurity threats. His expertise ensures that both the company and its clients remain secure and compliant with industry standards.