Monica is part of the Digital Marketing team within Deloitte Digital UK, with a passion for championing customer centred approach for business strategy and transformation in digital. She has deep subject matter expertise in social media for business across all business touchpoints. She led the social media strategy and direction setting at a global insurance firm and has helped the client set up a social customer care pilot programme, including the rollout of a market leading technology platform. She has been on a number of successful multi-region digital marketing transformation programmes. She is published in the Journal of Information Systems on the impact of social media on firm performance.