Adam Waite

Go-getter
DISC Type : d

Head of Digital Conversations & AI at Centrica

United Kingdom

Overview

Adam Waite is the Head of Digital Conversations & AI at Centrica, leading strategy across digital channels. He has an extensive background in transformation within the finance, public, and energy sectors. Adam is focused on deploying Generative AI and LLMs to create frictionless customer experiences and drive digital adoption.

His teams AI virtual assistant, "Cosmo, " won the Gold award for Innovation in Customer Service at the 2023 European Contact Centre & Customer Service Awards (ECCCSA).

Personality Overview

Vision Oriented

Direct & Candid

Decisive

They care equally about the product and its potential impact.  They respond well to confident salespeople. They focus on objectivity in a pitch and pay little attention to bells and whistles.

Topics They Care About

Generative AI & LLMs
He is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible, and speaks publicly on the topic.
Frictionless CX
Believes the best customer experience for utilities might be one that is so seamless it's forgettable, a core philosophy in his work at Centrica.
Digital Channel Adoption
Successfully implemented channels like WhatsApp and SMS, resulting in high customer satisfaction (NPS scores up to +60) and reduced call volumes.

Media Appearances

Adam has no verified media appearances

Work History

4-2022
Head of Digital Conversations & AI at Centrica
8-2020 - 4-2022
Head Of Digital at Riverside
12-2016 - 8-2020
Head of Digital Customer Service at The Co-operative Bank plc
12-2015 - 12-2016
Operations Support Lead at The Co-operative Bank plc
11-2014 - 12-2015
New Media Team Manager at The Co-operative Bank plc

Education

1998 - 2003
Education details unavailable from Glenburn

More Information

Social Presence :

Prographics :

Exp : 14 Location : United Kingdom Job Level : Mid-senior Designation : Head of Digital Conversations & AI at Centrica
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Insights For Selling To Adam

During A Call Or A Meeting

DO's

  • Be crisp while making the pitch
  • Tell them that you are there to help them create visible impact within their organization
  • Refer to testimonials from others in similar positions

DONT's

  • Do not give up if they are not convinced, try again with a different approach
  • Don’t try to be an alpha salesperson, give them equal space
  • Avoid long winding pitches, stay objective

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Adam is

  • Confidence in the product plays an important role, followed by powerful testimonials.
  • Will you ever get a clear answer from Adam

  • They might hesitate a little, but they will say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Adam move?

  • Their decision making speed is somewhere in the middle.
  • Can Adam take some risk or not?

  • Once they have analyzed the pros and cons, they can take some risks.

You And Adam

Personality Compatibility


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