Carolyn Forbes

As Head of Service Innovation with over 16 years in the media industry, I specialise in leading technical optimisation programmes and driving operational improvements. My expertise includes: - Integrating AI technology into the contact centre and customer facing platforms, leading on design and adoption. - Technical Integration & Change Management: Successfully implemented integrated telephony systems using Salesforce and Amazon Connect, enhancing customer interaction efficiency. - Operational Optimisation: Led initiatives to streamline processes, resulting in improved service delivery and customer satisfaction. - Team Leadership & Coaching: Fostered collaborative environments through coaching and development, aligning teams with strategic goals. - Cross-Functional Collaboration: Drove change across training, quality, and service operations, ensuring cohesive execution of projects. I am passionate about leveraging technology and data to optimise customer operations, while also