Dave Glasgow has been part of the IPI family since its inception, joining from his role as Divisional Director at ML Integration. Initially taking on the position of Sales Director, Dave moved into the role of Strategic Partnership Director in 2020, where he successfully drove key partner relationships and oversaw the IPI contact centre practice.

In his current position as Sales and Marketing Director, Dave brings over 25 years of experience in contact centre sales and leadership to shape IPI’s go-to-market strategy, drive revenue growth, and strengthen brand presence.

He continues to play a pivotal role in managing and expanding IPI’s relationships with strategic partners, ensuring alignment between sales and marketing to deliver maximum value to clients. Notably, in September 2023, Dave led the campaign that resulted in IPI being named Genesys Innovation Partner of the Year.

Steve Murray 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, Steve 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.

Craig Farley is the Head of Solution Consulting at IPI.

He has over 20 years of experience working in Contact Centre operations and leadership, putting him in the perfect position to advise and consult on the best ways to optimise your current Contact Centre environment.

With over two decades of experience in the dynamic world of contact centres, Craig has seen the industry evolve, and has evolved with it. His journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.

Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.

Steve Morrell 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.

Annabelle Goymer is the Head of Success here at IPI, specialising in Customer Success, Training and Enablement and Consulting to support clients in achieving their financial and service goals across digital and multi-channel landscapes.

Annabelle has over 25 years of experience within the Contact Centre industry across a number of roles including operational leadership, strategy consultant and programme management.

Gerard McGlynn is IPI’s Workforce Engagement Management Consultant.

With over 14 years experience across contact centre operations environments, Gerard comes from a Planning background within Real Time Management & Operational Incident Management in the Telecommunications industry.

Throughout his career he has dedicated his time to ensure that Contact Centre’s are equipped to perform to the best of their abilities within fast paced, time critical environments

Gerard moved into consulting in early 2021 and has delivered transformational programs for some of the UK’s biggest brands and is our resident contact centre and WEM expert.

Rachel Hulme is the Operational Support Manager for Liberata Customer Services.

She has over 20 years’ experience in Contact Centres from retail, finance and most recently the public sector for some of the largest in-house and outsourcing companies in the UK. Rachel’s years of experience has enabled her to ensure Liberata deliver quality service to its customers on behalf of their clients, utilising technology to train and develop colleagues to quality monitoring and ensuring continuous improvement is the key to success to deliver first contact resolution is delivered to each and every customer.

People is Rachel’s passion, understanding the importance of investing and equipping colleagues with the right tools to be able to resolve a customer’s query to recognising and rewarding outstanding performance and behaviour.

Iain Bennett is a dedicated Solutions Consultant at IPI, passionate about bridging imagination and reality through innovative, customer-centric solutions.

With expertise in AI and contact centre technologies, Iain specialises in configuring chatbots across multiple platforms, utilising tools like Google Dialogflow and Genesys.

A seasoned prompt engineer and conversational designer, he excels in creating seamless, engaging interactions that drive business efficiency and customer satisfaction.

His notable achievements include pioneering the world’s first AACC Workspaces and EWC deployments in collaboration with Avaya. Iain holds certifications from Google, Microsoft, Genesys, and Avaya, reflecting his commitment to staying at the forefront of technology.