Doug Overton

VP Analysis and Consulting / Head of Insight Conduent, Next Generation Care
Doug has a career spanning 23 years in the customer service industry, with a strong focus on automation, knowledge management and analytics services. As the Head of Insight for the Automation, Analytics and Innovation capability of the Conduent, Doug has designed and developed a portfolio of over 25 assessment methodologies and associated tools for the analysis and optimization of customer service operations. Today, Doug manages a global team of Consulting Analysts who execute these assessments across a variety of customer care touch points, including contact center, online, mobile, retail, IVR and social media. Doug is regularly called upon as an industry spokesperson on customer service best practice, and he is the author of five white papers and multiple industry press opinion pieces.