Paul Thomas

Paul Thomas

Title: Head of Social Business
Brand, Marketing and Communications

Company: Grant Thornton

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Paul Thomas has been involved in the digital transformation of leading accounting firm Grant Thornton for more than a decade. 

He helped pioneer its social business strategy and oversaw the first social collaboration platform, and also its recent transition from Jive to the Office 365 platform. He also helped the firm engage clients and the public in a series of online community events around the UK in support of the firm’s Vibrant Economy initiative. More recently, he has been working to bring together a guiding coalition of digital guides and leaders to better join up external client experience and internal digital capabilities, helping to create a three-tier digital strategy that covers optimisation, transformation and innovation.

His case study will share some of the benefits and challenges of working between customer-facing and internal realms, and his views on how best to create a joined up digital operation that can support customer needs and experience with more connected internal systems and processes.

You can expect to learn:
- how to define the customer-facing capabilities that should guide internal transformation
- tips on how to work with other digital and customer-facing functions to create a coordinate approach
- how to work on both the front-end and the back-end of CX at the same time

Paul will be speaking at: