Head of Service & Operational Transformation Research, BT

Dr. Gilbert Owusu heads the Operational Transformation Technologies in BT. He has a strong track record in applying AI, production management and operational modelling technologies to service operations which have led to significant customer service improvements and OPEX reduction in BT’s operations. Gilbert’s research on applying AI technologies for transforming service operations have been published widely in book chapters, conferences and journals. He is the co-editor of two books on service production management. Gilbert is a visiting professor at University of Essex, a member of the UK Operational Research Society’s General Council and an executive member of the British Computer Society’s Specialist Group on AI. He is the organiser and chair of the annual BCS’s Real AI event that showcases industrial applications of AI.