Niall Gallacher

Principal Strategic Consultant Calabrio

Niall joined Calabrio in 2020 as a Strategic Consultant / Advisor for Business Intelligence where he focuses on deriving value and delivering measurable benefits from Business Intelligence for Calabrio International clients. His experience in managing highly complex, large scale projects proves invaluable in handling business transformation and change initiatives for his clients. Niall has significant experience developing data and analytics for large global contact centres which focus on employee performance, quality, training or coaching needs and ultimately delivering great customer experience. Niall has also helped a great many organisations extend their customer experience strategies across omni-channels, using analytics to assess the effectiveness of each channel for various customer journeys. With this wealth of experience, Niall is regularly invited to speak on Customer Experience and HR Analytics at conferences around the world. In addition to over 25 years of experience in the BI industry, Niall has led a significant BI and managed service solution implementaiton for a large telecommunicaitons operator and executed a number of complex implementations to time and budget for companies in different markets. Over the past 15 years he has managed a variety of departments that have focused on delivering everything from IT to BI to CRM, Customer Intelligence, Business Transformation and Programme Management. Niall holds a MBA from Strathclyde Graduate School of Business – masters thesis focussed on Organisational Change & Behaviour Leveraging Analytics to Drive Performance.

CCW 2021 Keynotes - Day One

Tuesday, February 23rd, 2021

1:30 PM All-Star Keynote Panel: Five New Trends CX Leaders need to know to better prepare for 2021

  1. The need for personalisation and the new face of customer journey: omni-channel and digital experiences
  2.  A new virtual world with the rise of Cloud, Bots and AI
  3. Achieving the next level of agility and employee empowerment through remote contact centres
  4. Leveraging advanced analytics to deepen your customer feedback
  5. The power of empathy in the new remote and digital world

Check out the incredible speaker line-up to see who will be joining Niall.

Download The Latest Agenda