Welcome to OmniTouch

With 25 years of experience, we help & inspire people through transformational training in Contact Centers, Customer Service & Customer Experience.

Our ability to engage Participants and achieve business results is backed up by thousands of wonderful testimonials and Client relationships around the world.

Our Purpose

We believe in the transformative power of Contact Centers, Customer Service and Customer Experience to drive organizational success.

And we celebrate the industry professionals who make this transformation possible every day.

That’s why we deliver over 20 meticulously designed training courses – to help people at every level grow their know-how and elevate the lives of those they serve.

With tens of thousands of Customer professionals trained worldwide, we are proud to help people do better and be better.

Years of professional training

Global, regional and national clients

Countries in our global footprint

A Few of Our Testimonials

Building trust with real people.

“Daniel and Marcus were refreshing. We thought that how we do things were already good, but they showed us how it could be better by unlocking as those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor & coach as this may be the secret sauce you need for success!”

“This course helps me solidify what I am already doing. After joining this 2-day course it gave me assurance that I am doing the right things and not only that it helps me correct the mistakes I am doing when coaching and also gave me additional inputs to help develop my coaching style.”

“The training was very entertaining, engaging and very insightful. Hearing the group, not just the Facilitator discuss their thoughts openly gives perspectives that connect to the focus points of the training. I loved it. The training brought me so much joy and realization of how much I personally know about the topics discussed and more importantly how much I do not know. What comes next, continuing what I have been doing great and applying the new elements that I have learned and continue to share this experience with the group.”

Participants from VGW Philippines & Australia in our How to Monitor & Coach Agents Course

Awesome! Thumbs up! Daniel is forever good. Love to attend his course as it helps me to grow & never boring like other courses I attended before.

Amazing & very helpful, will definitely plan to schedule coaching & monitoring sessions. The training explains a broader sense in QA, Coaching & Excellent Service.

Love the Customer Letter exercise. It will make good changes in the behaviour of the Agents moving forward.

Quality Assurance Training Participants from FWD Insurance

The Trainer was very knowledgeable and conveyed the contents of the course in a smooth, easy, and understandable manner. The candid environment made it simple to connect with him and he drew very useful points from the examples given in the handout.

The importance of CX and how it ties into company culture was insightful and very applicable to the Public Service here in Singapore as we strive to be not only digital-ready, but also to help vulnerable members of society who are lagging behind. We will definitely use what was learned from the course and apply them to our daily work.

Thank you so much for the enjoyable and useful course!!!

The Singapore CPF Board

AMAZING!!! I would highly recommend this course to any new or experienced Quality Assurance member.

I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand-new team where we have had to build our roles from the ground up.

Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.

Jamie Mailey, Team & Quality Assurance Manager, Legal Aid NSW

We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial.

Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.

We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned.

Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.

Customer Relations Manager, Princess Cruises

This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course.

Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.

Of course, we were given tools to make sure our customers were given top-tier customer service.

What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results.

Thank you so much!

Customer Solutions Officer, Princess Cruises

The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous CX improvements.

The course was extremely engaging and created a safe environment to ask questions and bounce ideas.

I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!

CX Lead, Suncorp Australia

I love this CX training and learned a lot! Thank you, Daniel, for giving such a meaningful course.

The key takeaway for me was that Customer management and Customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.

It really has provided me with a fresh perspective on my current job.

Operations Manager, Hyatt China

The two-day session was very interesting and involved a lot of interactions and discussions. Just awesome.

Very informative on tips & tricks when attending to customers online.

Fantastic. As it helped the team to really bring out their inner skills & use all of their inner human touch.

Very helpful & gives an extremely new perspective in handling queries. Thank you very much.

Social Media Training Participants from Vodafone Fiji

I have known Daniel for a number of years now and most recently we have been working together on the Customer Centricity Awards programs.

Daniel has been our Emcee and I could not speak any more highly of him. His professionalism, industry knowledge and flair make him the perfect Emcee for our programs.

The countless hours of research into our Speakers and their topics mean that Daniel already has a direction he wants to take any conversation.

This preparation helps to make all the Speakers feel comfortable and this creates a fantastic atmosphere even with our events being entirely online.

Mark Hamill, CEO & Co-Founder Arcet Global

I think this training gave me the tools to be able to better handle adverse or confrontational situations better and how to ‘Wow’ my Guest.”

It was very informative & entertaining at the same time. Broadens up my knowledge more on Customer Service.

Please give more training classes by Daniel – I understand more deeply what I am doing at work.

Mr. Daniel is resourceful, he shared on his experience and gave real examples for guiding in how to improve.

Marina Bay Sands Singapore, Customer Service Training, Participant Testimonials

Really enjoyed this course!

Designed well so that it fits with a busy work schedule. Great content, delivery and knowledge from Daniel and interesting discussions with the group.

I found this course really valuable and have been able to implement and test some thinking and ideas immediately.

Shelley Norton, Head of Brand and CX, PwC

Beginning 2013 we joined Daniel’s courses as delegates of Mobily KSA and by 2015 I got my Certificate in the Contact Centre Management Series after finishing 4 modules (People Management, Operations Management, Customer Relationship Management and Leadership & Business Management) signed by Daniel (Master Trainer – OmniTouch).

Since then, we are confident that Daniel delivers the state of art and latest tactics in Customer Care & Customer Experience to enhance Customer Loyalty in order to reach out the Customer Happiness.

We maintain our boundaries with Daniel by following his Courses, Articles, Seminars and other contributions. Daniel is a real value add to our Organisation.

Adel Al Yaqoot, MBA, Mobily, The Kingdom of Saudi Arabia

Hi Daniel,

I hope this message finds you well. I wanted to take a moment to express my heartfelt gratitude for the incredible workshop you facilitated on “Managing Difficult Situations.” Your expertise and guidance during the session were truly invaluable, and I am incredibly grateful for the knowledge and skills I gained.

Your presentation was not only informative but also engaging and thought-provoking. You have a unique ability to simplify complex concepts and make them accessible to everyone in the room. Your real-world examples and practical strategies for handling challenging situations were especially enlightening. I now feel much more equipped to navigate difficult scenarios, both in my professional and personal life.

Furthermore, your passion for the subject matter was palpable, which made the workshop not just educational but genuinely enjoyable. Your enthusiasm was infectious, and it kept everyone actively engaged throughout the entire session.

I also appreciate your approachability and willingness to answer questions and provide individual guidance. Your commitment to ensuring that each participant left with a clear understanding of the topic did not go unnoticed.

In addition to the content, the organization and execution of the workshop were impeccable. Everything flowed seamlessly, and it was evident that you put a great deal of effort into preparing and delivering an exceptional experience.

Once again, thank you, Daniel, for sharing your expertise and insights with us.

Warm regards,

Customer Care Manager, Adventure Operations Australia

Daniel, thanks a million for the Live Chat Training held earlier today.
It was a highly insightful session and there were many learning nuggets you’ve imparted that had augmented our’ know-how on chat operations.
We are certainly looking forward to translating our learnings into next action steps and will continue to keep a lookout for other training opportunities that may be useful for our team.
Thanks once again for the great session.

Changi Airport Group, Singapore

I organized a 3 days Customer Experience training with Daniel.

I had already seen how great Daniel performs in face-to-face events and was excited to get this project rolling.

Unfortunately, the COVID situation changed the game and forced us to do it remotely. Luckily, Daniel was as fantastic via video-conference as he is face-to-face.

These three days were intense but really insightful, mixing pure learning, exercises, tests, group discussions… not a dull moment, not a minute wasted, and a much better overview of the CX world in the end.

Definitely a must for whoever wants to improve the experience Customers get from a company.

Julien Rio, RingCentral

I invited Daniel to Hungary as our Keynote speaker for our CONTACT conference. I was right and it was a super idea as everybody at the event loved his presentation. Daniel delivers professionalism, and passion all the time and he knows what Customer Experience is. I’ve learned a lot from him and hope our business relationship moves further soon.

One more thing: Humour is super important. Daniel a Master of Humour, too!

András Lőrincz, Keynote Talk – CONTACT Conference

Daniel is a true Customer Service expert and professional in his field. Daniel tailored a bespoke 2-day training course for us to help us create the foundations of our new Contact Centre.

The material was and remains very valid and invaluable. He takes a genuine interest in our business and our customer service journey and we would welcome him back any time.

Lisa Goode, GoTo Energy (UK)

It was great having Daniel as our Trainer for Connecting with your Customers through Email and he has helped us tremendously in rethinking our approach toward emails.

As always, his trainings are very interesting. With his extensive experience and passion for emails, he was able capture my team’s attention throughout. My team enjoyed the course and has so much praise for Daniel. Great Trainer!

Denise Lazaroo, M1 Singapore

I have been to a great number of courses and have seen many very professional trainers delivering great content and can say with confidence that both content and the way you present really stand out.

You have managed to create a really immersive and very engaging energetic atmosphere during the course.

Listening, thinking, discussing, raising and answering questions – all that made the course very interactive and made sure the material really sank in.

Another important aspect for me was that you generously shared with us a great amount of real-life examples from your own consulting practice. It made the material vivid and live. Again, it makes a huge difference.

CX Consultant, Avaya

“The best three days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience.”

“I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter!”

“The CX Competencies training was a real eye-opener for me! As the Head of the Call Centre channel, my focus has traditionally been on my team but this course has enabled me to see the bigger picture and provided me with the skills and framework to apply CX strategies and thinking across our entire business.”

Participants in our CX Management & CCXP Exam Preparation Workshop in Melbourne Australia

“I have been handling the Live Chat for almost more than 1 ½ years and this training gave me exposure to many aspects I have not been aware of before.”

“Daniel and Marcus, you both are doing a wonderful job. I’d definitely love to join more of your workshops going forward. Love the group works and the methods you have used to conduct the sessions. I certainly could not believe the session was coming to an end since it was VERY interesting and not boring at all. Keep up the good work.”

“This was a really good workshop, and this is the second time I had a training with Daniel.”

“The learnings were very useful for us to handle day to day work. We learnt to handle not only chat but also emails to deliver a good conversation. Thank you so much.”

“The Trainer has provided an insightful session on Live Chat. He also provided many examples of techniques used.”

Participants from our Mastering Live Chat Conversations Course in partnership with the Singapore Contact Centre Association

“I loved this course and the Trainer’s approach. Daniel is an amazing guy and the way he trains is amazing.”

“All the checklists, templates and industry definitions were very useful for me.”

“All of the handouts were quite useful and help me to understand telemarketing & telesales for now and into the future.”

Participants from DKSH Asia Pacific for our Telemarketing Operations Management Course

I had an opportunity to collaborate with Daniel in developing the first ever leadership development program for Cathay Pacific Contact Centre leaders.

In my first interaction with Daniel, I walked away with a feeling that he was a right partner to develop this program.

Daniel brings a strong blend of technical and commercial acumen in Contact Centres and the Channel experience space and has a sound on grasp on the leadership and people engagement aspects.

He’s an exceptional practitioner and was well liked by all the Participants. I would highly recommend Daniel if you are looking for support in the Contact Centre space.

Linjo Oommen, Cathay Pacific Airways

I thoroughly enjoyed my time with the group. I have done similar courses in the past, but Daniel was by far the best facilitator. He was engaging and very knowledgeable and very helpful.

I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one.

The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.

Chris Remnant, Viking Cruises

Daniel provided the Medical Customer Experience team at Roche (headed by me) a truly outstanding learning experience around CX.
Together with included internal “family & friends”, the team completed a CX masterclass kindly provided by OmniTouch, with Daniel as a trainer and coach. As an outcome, we did not just complete an excellent in-depth CX training together.

But by set-up and the very interactive way Daniel guided us, we experienced a learning journey that was complemented by remarkable open and extremely inspiring discussions about real life cases.
This training continued to resonate with people and the team for a long time.

Dr. Christian Velten, Roche Pharma

On behalf of Maybank, we would like to take this opportunity to thank you for making Maybank’s inaugural CX Masterclass a success.

Your Keynote Address to all Maybank Employees on ‘Who I Am and What I Do’ received positive feedback from our Participants.

The CX knowledge you have shared will help immensely in the development of exemplary CX and strengthen our relationship with Customers.

The exercise on Taking Ownership in particular was very impactful and was quoted by many as their one of their key takeaways that can be applied immediately at work.

We hope to partner with you again soon on our future CX-related events or projects.

Head of CX, Maybank Malaysia

See our Testimonials

Our Services

Our Training Courses

Give us 1, 2 or 3 days and we’ll change the way you see the world.

Our Speaking Engagements

Want an experienced, enthusiastic Speaker? We bring our personality & industry expertise to your Event.

Our Mystery Shopper Research

Ready to elevate your Customer Experience through research? Our Mystery Shopper & Contact Audit expertise can help.

See our Courses

Speaking

Learn More

Our Services

Our Training Courses

Give us 1, 2 or 3 days and we’ll change the way you see the world.

See our Courses

Our Speaking Engagements

Want an experienced, enthusiastic Speaker? We bring our personality & industry expertise to your Event.

Speaking

Our Mystery Shopper Research

Ready to elevate your Customer Experience through research? Our Mystery Shopper & Contact Audit expertise can help.

Learn More

Qualifications

We’re different in the right ways.

Our suite of courses is robust

With over 20 thoughtfully designed training courses, our Clients can choose to pursue excellence in the discipline of their choice – whether that’s Contact Centers, Customer Service or Customer Experience.

We believe our depth and breadth of expertise across all three disciplines sets us apart.

We’ve been training and speaking professionally for 25 years

Every course we deliver has been run dozens, sometimes hundreds of times. We know what makes a robust and fun learning experience.

It’s a global industry and we bring global experience

To date we’ve worked in over 75 countries – many in person and of course many online. Which means that we aren’t just good at working in different cultures.

We’re able to share global examples & lessons with our Participants from around the world.

We conduct Mystery Shopper and Digital Contact Audit Research

Though teaching is core to what we do, we do more than just teach.

We have over two decades of global experience with Mystery Shopper and Digital Contact Audit Research. Advising Clients where to keep up what they’re doing well and where to improve.