James Vila

UK born but now resident in the San Francisco Bay Area, James is a Principal in TTEC’s Digital Consulting practice. At TTEC James has been focusing on AI/automation strategy and technology solutions for clients such as Aetna, Kaiser Permanente, and Optus, developing innovative solutions that connect business innovation, analytics, technology and design, to accelerate time to value in the field of digital transformation.

Prior to TTEC he was at digital services startup, Brillio, running their Digital Consulting Practice working with clients such as Verizon, Powell Industries and Bristol Myers-Squibb. His work in automation at Brillio included development of pilots and prototypes for a number of global telecoms and financial services providers.

James also spent 8 years with Cisco Systems’ Innovation Solutions Group where he led both the Customer Experience and Financial Services practices.  At Cisco James worked with customers such as Walgreens, Cigna, GE, JP Morgan, Allstate, State Farm and Wells Fargo.   Focus areas were on the development of transformational business strategies focused in the areas of next generation digital customer and employee experience, including AI and automation enabled by Internet of Everything, Social and mobile technology and process platforms.  In this role he helped to develop new business models for a major US Insurer; developed new Omnichannel sales and service models for a number of US and global retail banks to develop a new ‘Omnichannel’ banking experience, which brings to the physical world, the online dimensions of its social, media and mobile payments capabilities.

Prior to Cisco, James was Global Customer Experience Practice Leader Customer Experience at Peppers & Rogers Group, the leading Customer strategy-consulting firm, where he worked with some of the word’s largest automotive manufacturers, CPG and retailers.

James has contributed regularly to research and White Papers on the topics such as omnichannel strategy; the Next Generation Wealth Management Experience, and how digital technology will transform business models for organizations in the next 3-5 years.  He speaks frequently on the topic of digital customer experience and related innovation at industry events.

James was educated in Hong Kong and the UK.  He studied International History & Politics and Leeds University and has a company MBA from Warwick.