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Adrian Bethell is the Genesys EMEA and LATAM Contact Center Consultant. He identifies opportunities for customers to maximize value through implementation of effective methodologies. Bethell has over 15 years of contact center industry experience including realignment of KPIs and metrics with business goals, implementation of enabling technologies and tools, consolidating customer-centric best practices, and driving innovation and intelligence into operational strategy. Adrian has worked in the Financial, Medical/Healthcare, Technology, Mobile & Telecommunications, Automotive, FMCG, Utilities and Insurance Industries. He has a physics graduate degree from University of Leeds, UK. He is fluent in French and Spanish and speak Italian. He has lived in Barcelona for 10 years with his wife and daughter.