Founder & Director
I’m an American national with nearly 30 years in the Customer Contact industry.
I’m engaged by global, regional and country super brands to help build or expand competencies around their Contact Centres, Customer Service delivery and Customer Experience know-how.
My particular skill-set is to take complex subject matter and make it straightforward, practical and fun – whether for a group of 6 around a table or a conference audience of 500.
I’m a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and was the first to bring professional Contact Centre certification to Asia back in the early 00s.
But my most important credential is what others say.
Over 20 years we have earned thousands of positive testimonials from Clients & Participants with hundreds of these listed on our website.
And over those 20 years, I’ve been privileged to facilitate sessions across more than 50,000 Participants in more than 40 countries.
All this experience has given me many rich stories and practices to share when I speak or write. And I write and publish frequently in our own blog and Contact Centre & CX forums around the world.
By education I’m an accountant and by experience, a former corporate VP Operations for Contact Centre & Distribution operations.
Feel free to reach me at email@example.com