Speaker profile: Thomas Gunner

Thomas Gunner is a seasoned Digital Solutions Engineer with a passion for helping organisations transition to digital operating models that elevate customer service. At NICE, Thomas specialises in Knowledge Management and agent-assist solutions, particularly through the Enlighten CoPilot platform. With a strong background in establishing and optimising chat and asynchronous messaging channels, he is well-versed in guiding teams through the critical phases of hiring, training, and operational redesign. Thomas’s primary focus is on creating a holistic customer experience—one where customers and agents seamlessly collaborate to deliver a service that is both recommendation-worthy and aligned with the brand’s core values.