Tom DeCarlo

Tom is a seasoned executive, leader and consultant who has set out to assist front office, service, and operational functions to improve performance across their organizations. Tom is currently an Associate Partner at Sia Partners responsible for their Contact Center Consulting and Advisory business where he leverages more than 25 years of experience.

Prior to joining Sia Partners, Tom was the founder of TDT Contact Center Consulting and Advisory. Tom is the former Managing Director and Head of Client Services at UBS where he rebuilt the service and operational strategy model to align with best-in-class using bleeding edge technology. Tom was an Executive Director and Global Head of Wealth Management Client Services, Technology and Operations at Morgan Stanley where he led thousands of client service and operational team members across the globe and led the firm through the joint venture with Smith Barney to architect and implement a new target operating and service model across wealth management.

Tom has held various senior leadership positions within his career at Merrill Lynch, Paytrust.com, BISYS and Unisource WorldWide. Tom has sat on a number of advisory boards with NICE, Amelia, AVAYA, Nuance, Boston Consulting Group and Virtual Hold Technologies and is an expert in the use of conversational machine learning artificial intelligence and its use across the front, middle, back-office and contact center functions to increase automation, client experience, quality and value-added services.