Duncan Wallace

Title: Managing Partner EMEA Company: Treehouse Global

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Duncan specialises in ‘Direct Channel Solutions & Strategic Operations’ and has over 25 years experience as a Board level executive around the globe working in key market verticals including Telecommunications, Utility, Retail, & Financial Services.

Throughout this time he has been responsible for numerous green-field start-ups and has held senior board positions in the UK, Europe, Africa, Australia, the US and the Far East with GRE, Flemings (JP Morgan), AIG and, in 2000, was elected Pan-European Customer Service Chair of BT Cellnet (subsequently O2). 

In 2004, he joined the Dimension Data Group as COO at Merchants, the BPO specialist, running their global operations and consulting divisions and was part of the Presidential panel under Vice-President Pumizile helping to build the BPO inward investment programmes for the South African government.

In 2007 Duncan joined the Washington based outsourcer, The Resource Group (TRG), as EVP for EMEA prior to joining IMG Holdings in 2010, the investment arm of Treehouse.Global.

Duncan holds an MBA from the University of Adelaide, is an Associate Fellow of the Australian Institute of Marketing, an Associate of Royal College and Fellow of Trinity College, London, and has chaired and presented at numerous CX conferences and contributed articles for many CX publications.

Outline keynote

“Where human intelligence can be precisely described it is likely a machine can be made to replicate it”

Customer Experience is becoming dominated by increasing digitization, with the likely outcome often predicted as soon as the customer journey commences. But at what cost?

  • The Governor of the Bank of England, recently stated: “Robots to steal 15million of your jobs”.

  • Car manufacturer, BMW, predicts: “75% of Manufacturing Jobs will be Lost to Robotic Process Automation”.

We will look at whether:

  • Big Data produces just “Lies, more Lies andDamned Statistics”.

  • The analogue dinosaurs of yesterday are truly extinct with the digital disruptors dominating the landscape.

  • Have the 4P’s of Marketing been displaced by the Digital P’s, where B2B and B2C is under attack from M2M?

How will organisations survive?

  • Are we about to be dictated to by id-loT’s or IoB’s, or

  • Are we finally heading for an era where the Customer is truly King?

  • And learn the truth of what happens when Robots go to the bathroom, and how DO they procreate? All will be revealed.