Neil O’Hanlon

Neil has extensive telecommunications experience and has previously held operational and customer experience roles with British Telecom and Vodafone. More recently, he spent 5 years at Digicel Group as Director of Customer Experience, supporting both mobile and in-home customer operations across 32 countries. In this role, he spearheaded the digital service and agent experience transformation from inception to launch, which included the implementation of knowledge management and omnichannel service platforms. He also delivered a multilingual conversational chatbot which drove 40% of overall contact to digital channels – reducing operational expenses, while also streamlining the agent experience and minimizing customer effort. Neil is originally from Dublin, Ireland. He now lives in Kingston, Jamaica with his wife Orlagh and three sons Evan, Max, and Blake. His interests include all types of music, especially rock and electronic. He is also a keen cook in his spare time and is a football enthusiast and avid Manchester United fan.