Katie (Kate) Smith is a seasoned leader specializing in Contact Centre transformation and digital experience, with over 20 years of experience in customer service. At Halfords, they serve as the Group Contact Centre Transformation & Digital Experience Lead, driving strategic initiatives to enhance customer experience and operational efficiency. Previous positions include Contact Centre Transformation Lead and Customer Support Team Manager at Halfords, as well as roles at Bravissimo and Somerfield. Katie's work has consistently focused on navigating complex change and delivering substantial business value through effective team leadership and technology integration.
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