Sinead AylwardIT Director
Adtalem Global Education
IT leader with 24 years experience in consulting, project management and IT strategic leadership. Highly experienced in understanding customer expectations and leading long term strategic discussions with a leadership style set to high expectations, co-developing a career plan for each employee, acting as their guide and mentor as they navigate the successes and failures that true growth brings. Currently an IT Director for a global organization, concentrating on Cloud Contact Center and Customer Experience transformation, Unified Communications and Telepresence and Test Automation and Continuous Integration.
Many organizations have broad consensus that they need to do more to improve customer experience, deliver true omnichannel, and gain more flexibility than their aging telephony and ACD technology can provide. But how? Change is hard. And the larger and more complex your environment the harder it is to coordinate and complete successful transformations. Discover how Adtalem Global Education took a fresh approach to modernizing their 30+ call centers across multiple countries and lines of business and consolidated six product silos into one customer experience platform. You’ll leave this session with practical tips on successfully managing a transition to the cloud, including managing technical dependencies – and most importantly – user expectations.