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 organisations.

As a Customer Transformation Advisor, Jason has worked with leading retailers, non-profits, and outsourcing firms, guiding them through organisational 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.

Craig 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.

Annabelle 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.