Bhavesh Panchal

Bhavesh Panchal has played a central role in TalkTalk’s digital transformation, leading initiatives in customer engagement, operations, and service delivery over more than a decade. He was instrumental in shaping TalkTalk’s strategy for digital adoption and large-scale CX transformation, bringing together technology and operational excellence to improve performance. He has worked across different industries pionering digital first solutions across many enterprises.

About the session

CX Transformation at Scale: The Leading UK Telco Journey

Drawing from his deep involvement in TalkTalk’s customer experience transformation, Bhavesh Panchal will share first-hand insights into the strategies, challenges, and outcomes of this journey. He will highlight how digital adoption and NiCE technologies were leveraged to deliver seamless interactions, scale operations, and enhance customer engagement. Attendees will gain practical takeaways from a real-world transformation experience, with lessons that can be applied across industries to achieve measurable impact and long-term success.

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