Mr. Pritchard has over 25 years experience supporting organizations in improving the way in which they deal with their customers. He started his career in 1984 in the UK with Midland Bank (now HSBC) and moved to Price Waterhouse, later PricewaterhouseCoopers (PwC) in 1991. Mr. Pritchard was admitted to the Partnership of PwC, in 1999 and moved to the company's United States operation in 2001. He then joined IBM in 2002 when they acquired PricewaterhouseCoopers' Consulting arm. Mr. Pritchard led IBM's global contact center optimization and multi-channel CRM practices. Mr. Pritchard left IBM in 2009 and founded ThoughtBurst. During his career, Mr. Pritchard has provided consulting services to numerous industries, including telecommunications, banking, insurance, capital markets, local government, high technology, media, entertainment, and retail. Mr. Pritchard is a recognized thought leader in the customer-facing solutions space and has a large body of published work. Throughout his career, he has presented at industry conferences, workshops and seminars. He graduated from the University of Sheffield in the UK with a B.A. (Hons) degree in Modern History and Politics.