Member Article

Engage Hub makes new appointment to lead digital CX innovation

Data driven customer engagement company, Engage Hub, has announced the appointment of Karen Waters as the company’s new product director. In this role, Karen will be responsible for leading the product team and the wider organisation in their drive to help businesses strengthen their customer engagement solution offering, boost operational efficiency and deliver key brand messages across multiple verticals and markets.

Karen has over a decade of product management experience in the mobile and digital industry, with a particular focus on telecoms. Beginning her career as a software engineer, Karen swiftly moved to the product side, joining O2 Telefonica as a technical consultant, where she worked in key product roles across the company until 2014 - when she was appointed head of global CRM at Brandtone. In that time, Karen worked across both mature and developing markets in EMEA, APAC and LATAM, working collaboratively with start-ups and multinational organisations such as Unilever and Facebook.

Throughout her career, Karen has been a part of key projects that have shaped the telecoms industry, as well as witnessing first-hand how new technologies have drastically shifted customer expectations. Continuously working to meet customer demands, she was responsible for leading Vivo’s product team as they set up Vivo Media in Brazil and developed the first geo-targeted media solution in Ireland, launching with Heineken.

Initially joining Engage Hub as partner sales director, Karen’s new appointment marks one year at the company. Commenting on the decision Karen said, “Customer experience has changed dramatically in the last 15 years and Engage Hub is constantly evolving its technology to ensure it remains ahead of the curve. The team are dedicated to delivering data-driven solutions to clients in an innovative and agile fashion and, by keeping the customer front of mind, drive greater connection between brands and consumers.”

Operating across EMEA, APAC and LATAM, Karen will ensure Engage Hub’s products have adaptability across different markets, as well as guaranteeing clients stay competitive in these markets.

Commenting on her new position, Karen said, “I’ll be returning to a more product orientated role, heading up a team that that is dedicated to providing engaging experiences for clients and their customers. We’ve recently showcased our advancements in Artificial Intelligence (AI) through the introduction of our first intelligent IVR – whereby customers can now use text and chatbots rather than calling contact centres – and I look forward to working with the team to keep driving innovative new solutions like this, to make our businesses’ customer journeys more seamless and effective.”

Engage Hub’s CEO, Ray Tierney added: “Karen is extremely talented and brings vast international experience to our senior management team. She will play an important role in developing solutions that transform our client’s customer engagement strategies. Leading our pioneering product team, Karen will ensure that we are constantly driving the next stage of the digital customer experience evolution.”

This was posted in Bdaily's Members' News section by Engage Hub .