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Former RBS CX expert John Ing joins ECS

Source: ECS

Enterprise-native UK digital transformation consultancy and IT services business ECS has appointed John Ing, a pioneer and disruptor in the UK financial services contact centre market, as Customer Experience (CX) Product Owner.

John was most recently Platform Lead, Customer Remote Experience, at RBS where he led possibly the largest Financial Services deployment of Amazon Connect in Europe.

“Over the last 18 months ECS has become a trailblazer for Amazon Connect deployments in large organisations operating in highly regulated industries such as financial services. With a growing stream of these types of organisations looking to build intelligent contact centres that embrace rich data and new AI and machine learning tools, ECS is well placed to help them deliver on their business goals,” said John Ing, CX Product Owner, ECS.

John will be responsible for shaping ECS’s CX vision, strategy and roadmap based around Amazon Connect and Amazon Pinpoint - helping clients to deliver world-class customer experience and drive revenue growth.

“John’s understanding of contact centre transformation brings invaluable expertise to our client base of FTSE 100 and FTSE 250 firms,” said Mark Farrington, ECS Group Managing Director. “Our customer experience practice is seeing unprecedented growth as large corporations turn to us as a trusted partner with a proven track record in complex transformation programmes. Our strong partnership with Amazon and the depth of our cloud and digital engineering teams, combine to deliver a compelling proposition.”

John has over 30 years’ IT experience in financial services, including 17 years at RBS and two years as IT director at Direct Line International. He is based at ECS’s London office reporting to Alan Logan, head of the customer experience practice at ECS.

Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for businesses to deliver better customer service. It features a pay-per-use model and is based on the same technologies that Amazon uses to handle millions of its own customer conversations. Amazon Pinpoint helps users engage with customers by sending them email, SMS, and push notification campaigns.

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