Marie-Louise Gaughan

Head of Digital and Customer Experience, EMEA

Experienced CX/DX leader with 20 years experience of customer journey design and developing digital strategies within in-house organisations and outsourced solutions.

Marie-Louise has led numerous clients in shaping their contact strategies, solutions and operations, which are responsive to evolving customer behaviour whilst ensuring delivery of efficiencies and/or revenue growth. Passionate about inspiring and delivering data-driven customer journeys requiring minimal customer effort.

Marie-Louise has mobilised transformation programmes across Retail, Utilities, telecoms, Financial Services, Fintech, Healthcare, and Travel enabled through strong and trusting strategic partnerships with clients. She also has extensive experience with onsite, remote and hybrid solutions in the UK, South Africa, India, LATAM and Europe.


1:50 PM - 2:30 PM EST  |  Tuesday June 4

Using ‘Voice’ to Strengthen Your Digital Service Strategy