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IPI Spotlight: Unleashing the Hero within Your Agents

Calling all heroes to the epicentre of customer service innovation!

Prepare for the sensational second edition of the IPI Spotlight series: Unleashing the Hero within Your Agents!
Gear up to explore mind-blowing strategies, dive into industry insights, and soak in success stories that will completely transform the way you empower your agents, turbocharge efficiency, and send customer satisfaction soaring!
Hurry and secure your spot now to join the league of customer service excellence pioneers!

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Sat Sanghera

Sat Sanghera is CEO at contact centre specialist, IPI, shaping the company’s growth and innovation, and enabling it to lead the way in delivering exceptional customer contact to its clients.

Sat is passionate about building a purpose and people led culture focused on innovation. IPI is shaped around these principles, enabling its people to create intelligent and innovative solutions that deliver exceptional experiences to its clients and customers.

Steve Murray

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.

Gerard McGlynn

Gerard 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.

Jason Roberts

Jason is Founder and Director of Appropriate Consulting Limited.

The originator of ‘appropriate handling time’, Jason found a way to engage colleagues to adjust more than just their language, focusing every colleague to deliver appropriate outcomes for customers, whilst improving process, and driving value adding activity for brands. This then led to him developing the original Customer Hub framework, based on driving Customer insight throughout organistations.

As Customer Transformation Advisor, Jason has supported several leading retailers, Not for Profit organisations and outsourcing businesses. He has introduced Ocado Retail to the Customer Hub framework, supported DFS Furnishing Group through both organisational and technology change and is currently supporting several Clients across multiple sectors to develop clear Customer Transformation programs, whilst improving operational focus and performance.

During late 2023 Jason co-created the CCMA Standards Framework, to support in raising standards across the industry, and is currently one of the lead appraisers for this program, reviewing operations across multiple sectors.

He also continues to support several UK and European award programs as a Judge across People and Technology, having both competed and won multiple awards with his teams over the years.

Kevin Childs

Kevin Childs is co-founder of CallCorp and a 30 year veteran in Contact Centre and Customer Experience. He is counted as one of the visionaries of what is now known as the CCaaS (contact centre-as-a-service) space.

23-years ago, he and his partners approached a telco company in the United States and showed them how they could leverage “the network” to host and offer, what were previously out-of-reach, expensive and difficult call-center systems needed within customer experience groups.

Since then, access to the latest and most sophisticated customer experience and workforce optimization innovations have been available to small, medium and large enterprises with the CCaaS industry expected to exceed $17b by 2023.

He and team have supported many of the Fortune 500, in segments that include finance, hospitality, transportation and energy. As of the end of 2023, their healthcare specific innovations efficiently connect patients to the right member of the patient’s plan of care in 8 of the top 10 post-acute health and hospice systems in the United States, reducing patient hold times, while optimizing nursing resources.

Over the past three years, he and team have been strategic partners in the development and launch of ElasticCX, IPI’s next-generation, APi first & business user friendly CCaaS solution.

Laura Browning

Laura started working for Motability Operations (MO) in 2010 as a Customer Service Advisor & shortly became an Ambassador of Customer Service. Laura progressed within MO becoming a Senior Learning & Development Specialist who specialised in training both the Customer & Dealer Contact Centres, Social Media channels & was responsible for training our external partners as well as Technology. In 2021, Laura joined Technology as a Business Analyst working on projects to improve the customer & specialist journey within the business. Currently Laura’s main focus is to implement AI & expand MOs digital journey within the organisation.

Steve Morrell

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, and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.

Paul Turner

Paul is Innovation Lead for WEM (Workforce Engagement Management) at Genesys. Working across EMEA, providing subject matter expertise within the main disciplines within WEM; Workforce Management, Quality Management, Speech and Text Analytics, Gamification and Employee Performance, educating contact centre leaders on how to maximise their investment in technology, provide guidance on best practice and highlighting where capabilities and features can overcome their challenges around employee engagement.  Independently Accredited Specialist (The Forum) with over 20 years’ experience, Paul is considered a thought leader within the industry and frequently shares insights into the latest trends within EX (employee experience) and how we see WEM solutions developing in the future.

Kai Bentley

Kai Bentley-Grey is the Senior Technical Business Partner for Customer at DFS Furniture Group. She has 20 years of experience in Retail and Contact Centres, and has worked with some of the largest Retail names in the UK such as BT and Currys. With over 10 years working in the IT industry, she’s specialised in Customer Service Technology and has used her knowledge of coaching, line management and Customer Operations to enhance the quality of her projects. She has a passion for providing user-friendly, customer and agent forward technology which makes a difference. She’s also a keen champion of DE&I in her organisations and believes that system design should be inclusive and accessible for all.

Rachel Hulme

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 inhouse 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.

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