Adam Goulding

Head of Process Excellence Domestic & General

Adam Goulding is Product Manager for Customer Contact at Domestic and General, and a passionate CX leader. Driven, strategic, and highly experienced, his 20+ year career has seen him work across Operations with numerous roles in contact centre, Process Engineering and most recently in Product building tech solutions at the forefront of innovation when it comes to optimisation, efficiency, and driving business growth. In his current role, Adam champions agile working, flexibility, and the power of AI to enhance the customer experience, as evidenced by the impressive results he's achieved with Verint.

Summit Day One - Tuesday, 6th October 2026 [CET]

10:50 Presentation: Accelerating Customer Experience with AI-Powered Automation

Discover how Domestic & General transformed its customer experience by combining Verint Case Management and Verint Channel Automation to deliver faster, simpler, and more scalable service. In this session, Adam Goulding shares how an AI-augmented CX strategy helped reduce resolution times, accelerate customer communications, and improve operational efficiency. Learn how the organisation achieved award-winning results while creating the flexibility needed to support future growth through a global operating model.

Learning Objectives

Understand how AI-powered case management and automation can accelerate customer service operations
Explore the strategies Domestic & General used to reduce case volumes and improve resolution times
Learn how to balance standardisation, agility, and innovation to support long-term CX transformation

Key Takeaways

Identify practical approaches to achieving faster customer communications through automation and AI
Understand how integrated case management can reduce open cases and significantly improve resolution performance
Gain insight into building a scalable CX strategy that supports business growth, operational flexibility, and customer satisfaction

Summit Day Two - Wednesday, 7th October 2026 [CET]

11:35 Presentation: Building AI That Works: Lessons from Real Contact Centre Transformation

AI projects often appear straightforward at the outset, yet hidden dependencies, fragmented knowledge, legacy processes, and unexpected operational challenges can quickly derail progress. Drawing on real-world transformation experience, this session explores how organisations can overcome these obstacles by combining strong operational expertise with adaptable technology teams. Attendees will learn why successful AI delivery depends on more than technology alone and how focusing on the critical drivers of value unlocks meaningful business outcomes.

Learning Objectives

• Identify the common hidden risks and dependencies that impact AI and contact centre transformation projects

• Understand how operational expertise, data quality, and knowledge management influence AI performance and adoption

• Apply practical strategies for building cross-functional teams that can successfully navigate complexity and deliver measurable outcomes

Key Takeaways

• Assess whether your organisation's knowledge, processes, and operational foundations are ready to support AI initiatives

• Recognise and proactively address hidden project dependencies before they impact delivery timelines and business outcomes

• Build a more effective partnership between operations and technology teams to maximise the value and scalability of AI solutions

Check out the incredible speaker line-up to see who will be joining Adam.

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