Ian Elliott is a Director, Analyst for the Customer Service and Support team. He advises senior executives on how to optimize ROI saving self-service and assisted service improvements for IVR, Conversational AI, NLU applications, contact center, voicebots, chatbots and digital channels.
Ian brings over 18+ years of experience helping B2B and B2C organizations analyze, design and execute on multi channel customer service strategies that drive efficient cost to serve resolutions across the customer journey.
ClickFox, Consultant - Customer Experience Analytics, 6 years
Genesys, Principal PS Consultant, 7 years
Rogers Communications, Manager - Customer Experience Management Solutions, 5 years
MA - Organizational Development - Columbia University
MA - Applied Psychology - Columbia University
BA - Psychology . English - York University
Self-Service Adoption
Self-Service Containment
Customer Experience Strategy
Conversation AI & Bots
User Experience