Angela Read Downes

Angela is VP of Customer Management at NiCE, where she leads a global organisation responsible for the end-to-end customer lifecycle, spanning Customer Success, Operations, and Technical Support across multiple regions. She brings extensive experience in customer contact transformation, conversational AI, and applied analytics, having held senior leadership roles at Afiniti, Nuance Communications, Centrica, and Dixons Carphone. Throughout her career, she has led complex, large-scale transformation programmes and built strategic partnerships with enterprise organisations worldwide. Angela is recognised for her strategic leadership, customer-centric approach, and ability to drive measurable business outcomes through the effective integration of technology, operations, and customer experience.