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Wayne Butterfield is the General Manager – Digital Care at BT.

Wayne is a Customer Service professional who has worked for two of the biggest brands in the UK, with both O2 & BT. Specialising in Digital Customer Service, he pioneered with growing Live Chat, optimising the operation to deliver over 750k Sales & Service Chats a month, before later concentrating on Social Media & Online Communities.

Wayne has shared best practice with many big brands in the UK, and his exploits have led to him presenting at a number of events around the world where he discusses Digital Care, how to create great experiences for customers and his methodology for creating substantial and sustainable channel shift away from costly traditional channels.