Commercial impact
£52m+
Value delivered through conversational AI at Virgin Media O2.
New edition
Christopher
Simon Huggins.
Conversational AI and digital transformation leader.
Engineered for enterprise AI.
£52m+value delivered
18m+interactions a year
45%+bot containment
2024Innovation Leader Award
AI Enthusiast. Built in.
Using tech & innovation to decrease customer anxiety & confusion, and turn it into measurable revenue.
Get the highlights.
Scale
18m+
Customer interactions a year across bots, web chat and messaging.
Efficiency
45%+
Bot containment: queries resolved without needing an adviser.
Cost
£16m+
Annual OPEX avoidance across conversational commerce solutions.
Customer love
85%+ CSAT
And +30 NPS, sustained across onshore and offshore operations.
Leadership
300+
FTE led through OKRs, with 8 direct reports and OPEX and CAPEX ownership.
Proven Value Generator.
From chatbots to agentic AI.
Ten years building conversational experiences, from the first web chat bots to generative and agentic AI at enterprise scale.
Get to know the man.
What's in the box.
Everything you need to take AI from strategy to production.
🧭AI strategyVision and roadmap for conversational, generative and agentic AI.
🛠️Design & buildBots, NLP, NLU and messaging, from idea to production.
📈Commercial acumenBudgets, contracts and revenue-led propositions.
🤝Partner managementLive chat, messaging, voice and cloud providers.
👥Team leadershipOKRs and high-performance design frameworks.
📊Data-driven insightAnalytics that guide product owners and investment.
Every generation.
More capable.
A track record of driving transformation and revenue at scale.
Virgin Media O2
Head of Conversational AI.
2021 – present
Spearheaded the conversational AI strategy, decreasing customer anxiety and driving massive incremental revenue.
£52m+ value
Full specs
- Leading design, build, iteration and digital adoption of bots, conversational AI and generative AI, boosting revenue and improving UX.
- Delivering transformational change across NLP, NLU, web chat and messaging technologies handling 18 million+ annual interactions.
- Building data-driven insights that help product owners enhance the e-commerce platform, partner investments and business propositions.
- Managing multi-million-pound budgets and commercial contracts, achieving 45%+ bot containment and £16m+ annual OPEX avoidance.
Previously at Virgin Media: Senior Product Manager, Chatbots & Web Messaging (2016 – 2021).
Hire ChrisSitel Group UK
Senior Operations Manager.
2015 – 2016
Led large-scale operations, maintaining top-tier customer satisfaction and operational excellence.
85%+ CSAT · +30 NPS
Full specs
- Oversaw the performance of onshore and offshore BPOs across all digital platforms, maintaining 85%+ CSAT and +30 NPS.
- Managed key partnerships with live chat, web messaging and voice software providers, optimising campaigns and defining measures of success.
- Owned OPEX and CAPEX budgets, driving OKRs across 300+ FTE and 8 direct reports, and governing high-performance design frameworks.
CCI South Africa
Head of New Acquisition Sales.
2014 – 2015
Drove new acquisition sales strategies, optimising conversion rates and maximising return on investment.
High ROI · CPA below £3.45
Full specs
- Managed international offshore telco partnerships, overseeing operational relationships and performance in acquisition, with a focus on cost efficiency and growth.
- Developed and implemented data-driven strategies for budget allocation across inbound and outbound channels, keeping cost per acquisition below £3.45.
Tech Specs.
The tools that power the transformation.
Performance
£52m+value delivered
£16m+annual OPEX avoidance
45%+bot containment
Capacity
18m+interactions a year
300+FTE led
Multi-£mbudgets and commercial contracts
Customer experience
85%+CSAT
+30NPS
Compatibility
Sierra AIExpertClaudeExpertGeminiExpertGoogle AI StudioExpertGoogle Analytics (GA4)Expert
NotebookLMAdvancedAWSAdvancedTableauAdvanced
Capabilities
Conversational AIGenerative AIAgentic AINLP & NLUWeb chat & messagingE-commerceDigital transformation
Region
UKAvailable Q1 2027
Multi-Award Winning.
Recognised for excellence. Committed to learning.
Innovation Leader Award
2024
Digiday Tech Award
2023
Education
Digital & Programmatic Marketing
Google Squared Online
Education
Business Management
University of Birmingham
Let's Talk Shop.
Whether you're looking to transform your customer experience, implement conversational AI, or just want to chat about the future of tech, I'm all ears.
Add Chris to your team.
Fill out the form and I'll get back to you within 24 hours.