Michiel Lely is Vice President of the Consulting Practice EMEA at Verint Systems, having joined the company in March 2011 after three years as a Management Consultant and Subject Matter Expert on Service Transformation with Accenture. Michiel brings over eighteen years’ workforce optimisation, workforce management, quality monitoring and performance management experience to his role, with a particular focus on the broader people and process skills needed to translate Enterprise Workforce Optimisation and Desktop Analytics projects into cost efficient customer experience improvement. At Accenture he drove a number of major projects within the mobile telecommunications and financial services sectors, including a balanced scorecard and dashboard solution, centralised command centre implementations, and workforce management benchmarking engagements. Earlier in his career Michiel Lely specialised in workforce management, spending five years as the Operations Manager of IEX Corporation’s EMEA operations, and two years as a Regional Channel Manager Africa and Middle East.