Contact Centre Magazine


To pursue our series, we highlight 20 more individuals who have made significant contributions to the contact centre industry. We recognise their exceptional expertise and dedication to customer experience improvement, and believe they deserve recognition for their impact on the industry.


Anna Stokes – Director Global Product Management at Enghouse Interactive

Anna Stokes is the Director, Global Product Management for Enghouse Interactive and manages one of Enghouse’s eight contact centre portfolios. Anna has travelled extensively in ANZ and Asia, Europe, UK, and the Americas visiting customers and channel partners and learning how different organisations manage the challenges of CX delivery across the globe. With over 16 years in the telecommunications industry, managing contact centres, implementing product developments, and creating innovation in contact centre and mobile environments, Anna loves the challenge of meeting new industry needs with innovative technology and bringing this to the global contact centre market. An absolute industry powerhouse, strong problem solver, and strategic thinker, Anna has a deep understanding of the challenges faced within the CX environment from both the customer and organisation’s perspective. A strategic partner and well respected expert across the globe.

We proudly present the last 10 outstanding individuals from our  series on the Top 100 Influencers in the Contact Centre Industry. These thought leaders have remarkable expertise and dedication. We acknowledge their impact on the industry and recognise their accomplishments.


William Forster – Group Customer Experience Lead at Dulux

William Forster is the Group Customer Experience Lead at Dulux. With a substantial track record of building and leading large, geographically dispersed teams in fast paced and fast-growing businesses, William has more than 20 years’ experience in the contact centre and customer experience industry. Delivering sales and great customer experiences across multiple industries, William is an exceptional leader who can lead an operation directly or work with vendor/s to make things happen for customers and clients. A transformational leader who builds strong organisational culture, William brings his people on the journey, ensuring they are connected to the organisational strategy and goals. A strong people leader who believes that a happy and engaged team will actively contribute to the success of the organisation and deliver significantly better than expected results for the company, the customer and themselves. An asset to any organisation.