With more than 25 years of global CX and contact centre experience, Mr. Mead has twice been voted Global CX Thought Leader by Frost & Sullivan. Several companies he worked with received industry awards for customer transformation initiatives he led.

Mr. Mead is expert at identifying inefficiencies in how companies operate their global call and customer service centres, analysing customer experience issues and operational failures, and putting forward clear plans for operational improvements. He works across people, processes and technology and has a detailed understanding of the global outsourcing frameworks and benefits offered by business process outsourcing.

Mr. Mead has worked with clients across various industries, including airlines, travel, logistics, finance, banking and retail.

Prior to joining A&M, Mr. Mead led global call centre and customer experience with large global brands, as well as high-growth start-ups in the travel, fintech and banking sectors. He delivered significant transformations that reduced OPEX by up to 40 percent while improving customer experience, advocacy and retention measures by over 25 percent.

Mr. Mead earned a bachelor’s degree in computer systems and information engineering from Southampton University.