Doug is a specialist in Customer Relationship Management (CRM) with over 20 years of experience in both line and consulting roles on both sides of the Atlantic. He and his teams have delivered consulting and business solutions to a multitude of clients across a variety of industries including telecommunications, financial services, travel, distribution and central government. In previous roles, he has built CRM practices for AT&T, ASPECT and Ernst & Young. Recently he has delivered lectures on CRM at Cambridge University. Selected engagements include:
Engagement director for the programme assurance of a £34m CRM implementation programme (Siebel, ATG, Middleware).
Business team leader for the Siebel practice of a major UK Systems Integrator – 30+ individuals collectively responsible for deliveries to clients including a high street bank, investment bank and a major consumer goods manufacturer.
Management director for a Call Centre configuration study for a major UK telecommunications operator with a scope covering 25,000 people and over 1 billion calls.
