Angela Gordon is a national leader for Deloitte's Future of Service practice in Canada that leads large scale contact centre transformations. She has over 30 years of experience in the service delivery industry with deep expertise in core capabilities such as customer/employee engagement, channel management, service operating models, operations support capabilities and the technology enablement required to enable efficient execution of operations, improve the employee experience, and deliver a personalized customer experience. Before transitioning to consulting 20 years ago, Angela led a multi-lingual contact centre in the Netherlands for a telecommunications company and sponsored multiple technology enablement projects. She has first-hand experience with the complexities of running contact centres and understands how today’s innovative technologies (i.e., GenAI) can deliver bottom-line financial results while improving the customer/employee service experience.