Nick Thompson

As a boy, Nick took things apart — computers, phones, his bike — just to see how they worked. Remembering how to put them back together again was always the challenging part.

He's applied the same instinct to his career: find where something isn't working, then work out why. Nick is an Account Executive at Invoca, based in London, UK. Over the past seven years he's worked with global contact centers, seeing them from three separate angles: workforce management at Calabrio, agent performance at Centrical, and digital customer experience at Glassbox. Invoca is where those angles meet. It's the piece that connects why someone picked up the phone, what happened on the call, and how the customer journey should change as a result.

Nick has spent his career backing the underdog. Companies going up against bigger, better-funded platforms, having to prove a gap exists before anyone's agreed to look for it. His approach is built on people, process, and platforms. He looks for the gap between them first, and only reaches for technology once he knows what it needs to fix, a way of thinking that traces back to his degree in Business Information Technology.