Sponsor Webinar - ABP Consultancy - From Intent to Outcome, GoFibre’s AI Customer Service Journey
Date: 24/04/2026
Venue: Webinar 11 a.m.
Join GoFibre and ABP, CCMA Silver sponsor, for a practical discussion on how AI is being used to improve customer service without losing the human touch. This session will show how Chatby helps customers get support 24x7, how conversational intent reveals what people really need, and how those signals help prioritise journey automation. GoFibre will share a real service use case, where AI adds value, where advisers still matter, and what they have learned about moving toward more agentic service.
Our Speakers:
Ken Topping is the Chief Technology & Information Officer at GoFibre. He has over 25 years experience within the UK telecoms world having worked across many of the main and challenger UK telecoms companies; Vodafone, BT (Openreach), Cable & Wireless and also Thus & GoFibre as Scottish based challenger brands – the most fun place to work! For the last 3 years within GoFibre he has been leading a team of; Software Engineers, Data Scientists, Cybersecurity Analysts, Enterprise Architecture, Network Engineering, Network Modelling and New Technology Introduction. He is based in Glasgow but works in Edinburgh at the GoFibre headquarters.
Mark Henderson is Chief Strategy and AI Officer at ABP Consultancy, and co-founder and Director of the ABP School of Automation. He has more than 15 years’ experience delivering board approved transformation in regulated financial services, with earlier leadership roles in engineering and operations. His work focuses on turning strategy into funded delivery and measurable outcomes through AI, automation, business cases, and value governance. Mark has led large scale outsourcing, operating model redesign, and cost reduction programmes. He is also a PhD researcher and practitioner participant at the University of Strathclyde, examining why enterprises struggle to scale AI.
This webinar is for 45 minutes including Q & A.
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