IRPA AI Chapter South Africa

Welcome from the Chapter Lead: Duncan Wallace

(IMG) was formed in 2003 as a boutique strategy‐consulting firm. Since then, we have assisted many leading companies, not‐for‐profit organizations and government agencies resolve complex strategic issues by identifying the key levers that create a sustainable, competitive advantage for their business.

Drawing from a team of subject matter experts from around the globe, our value proposition lies in developing creative and practical solutions our clients can implement successfully. We do this using a cost‐effective, flexible approach to timing, resources and engagement models drawing on our supplier network around the globe.

Duncan Wallace

About the Chapter Lead

Duncan has over 25 years experience as a Board level executive around the globe working in key market verticals including Telecommunications (Airtel, BT, Crazy Johns, Hutchinson, O2 & Telstra), Utility (Scottish Power), Retail (Asda-Walmart, Marks & Spencer, Tesco), & Financial Services (ABN Amro/Rabo, AIG, Amex, Flemings, GRE & NAB). Throughout this time he has been responsible for numerous green-field start-ups, including American Home Direct (Japan), PMPA (Eire) and Guardian National (South Africa). Duncan specialises in ‘Client Service Solutions & Strategic Operations’ and is a 30 year vet in the industry, both in a “captive” and “outsourced” capacity. In 2009 he returned to Australia on a short-term contract with Telstra and, in 2010, joined InterGlobal as co-principal. Duncan has acted in a number of advisory positions in India, the USA and worked on the South African Presidential commission to establish the BPO inward investment programme. He has represented industry bodies including the Contact Centre Management Association of Australia, is a published author specialising in Customer Experience, and holds an MBA from the University of Adelaide.


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