Gerard Gooch is a Senior CX Consultant and Architect in Dimension Data’s Customer Experience group, working with a specific focus on customer experience strategy and management. Gerard helps clients create differentiated service offerings that improve customer and employee engagement, and profitability.

Prior to joining Dimension Data, Gerard has worked in the enterprise and service provider spaces in roles covering consulting, software engineering and operations management, and enterprise architecture. Over the course of his career, Gerard has worked with clients of all sizes ranging from mid-market through 10,000+ seat contact centers across verticals as diverse as Retail, Health Care, Manufacturing, Financial Services, Insurance, and Entertainment. Gerard has significant expertise in user-centered design, contact center benchmarking, customer journey mapping, digital road-mapping, and self-service automation.