Sham is a UK-based customer experience leader with more than 20 years of experience helping some of the world’s best-loved brands deliver exceptional service across digital, contact centre and final mile touchpoints. With a background spanning brand-side CX, SaaS and outsourcing, he brings a rare mix of strategic thinking and practical delivery. His work often focuses on the moments that matter most to customers - especially in the last mile, where expectations are high and brand trust is on the line. He is passionate about turning operational complexity into simple, human experiences, and is a familiar face in the CX community as both a speaker and trusted advisor.