Daryl Ward

Head of Customer Service Systems including Contact Center platform, IVR, Conversational AI and BOT implementations. Driving department towards agile deliveries with cross functional business teams delivering major projects including a replacement of agent front ends and a transformation of the contact centre technologies.

Focusing on improving and simplifying customer processes over all digital contact points. Responsible for the development of the TEF Call Center Technology Platform, Mobile App Development, ECare and data lake platforms within Telefonica Germany.

Managing a team applying big data technologies to the product and process development processes. Pushing lean startup / lean product development into the Telefonica Germany Organisation delivering fast prototypes that have generated substantial incremental Revenue.

Managing a small team applying big data technologies to improve both technology and business performance. Creating a big data lab to test new market opportunities and evaluate how new data sources (social media / open data / external data sets) can be used to improve performance.

Managed a team that delivered the "Smart Steps" prototype for Telefonica Dynamic insights - as reported in Retail Week magazine. Responsible for identifying new opportunities to monetize data, build prototypes and proof of concepts and for product management.

Head of Delivery 2.0 Managed a small team that were accountable for delivery of new business opportunities for the German business with a focus on big data, future communications, RCS-e and digital signage. Delivered prototype application to improve indoor coverage. Defined product definition for new foreign local number product.