Practice Lead - Watson Engagement and Virtual Agents, IBM Canada
Rob is a Cognitive and Contact Centre consultant at IBM, specializing in the future of customer engagement, with emphasis on leveraging cognitive solutions and integrating with the contact centre in a way that emphasizes premium customer experience.
He works primarily in the financial services industry in a design, development and solution architecture capacity. He is passionate about applying technology to alleviate painful customer experiences and to drive efficiency in the services that his clients deliver. He’s excited about the continuous evolution of great customer experience, the current and future role of deep analytics and cognitive computing in industry and society, as well as how we can architect solutions today to ensure that we are prepared to meet the demands and expectations of the customers and technologies of tomorrow – through cloud architecture, intelligent design and service decentralization.