Founder & Director
I’m one of the world’s leading Trainers in Contact Centers & Customer Experience.
After founding my company OmniTouch in 2001, I’ve spent the last 19 years facilitating workshops around the world. That’s a lot of training.
What I’m really good at is getting people inspired & equipped to do their CX, Contact Center & Customer Service jobs better.
So far across 40 countries and dozens of industry sectors. (the Photo Gallery page on our website showcases many of these experiences.)
I’m a CXPA Recognised Training Provider and help people develop competency in CX and earn their CCXP certification.
And I’m a globally recognised Contact Center expert with 30 years of management, consulting & training in Centers around the world.
We’re proud of our Master Curriculum comprised of more than 25 individual courses across the breadth of the Customer ecosystem.
Topics we cover in depth – and in relation with each other – include Contact Center Management & Operations, Service Quality & Assurance, People Management & Employee Experience, Customer Service & Sales, Leadership & Finance and Customer Experience Management & CCXP Certification.
And I’m deep into the CX research space as we’ve conducted 19 years of global Mystery Shopper & quantitative research for Clients. We bring real life examples of our research work into our facilitation work.
But our most important credential – and what I’m most proud of – is what Clients & Participants say.
We’ve received thousands of wonderful testimonials, many of which are on our website and here on LinkedIn.
And I write a lot – with hundreds of blog posts and regular contributions to CX & Contact Center publications around the world. And I’ve finally started writing my book.
After 20 years living in Singapore, I settled in beautiful Rheingau Germany in 2018.
You can reach me at [email protected]