David R. Email & Phone Number

London, England, Gb

A new and overarching responsibility to move #8x8 forward taking the next step of its Customer Excellence Journey, well beyond Customer Success, my new role will help set out the direction for how we aim to improve the way we deliver services to all of our customers 2020 and beyond. The Advocacy structure recognises our diverse range of customers and focuses on delivering a customer experience that aims to get it 'right, first time' and meet our customers’ business objectives.

When you own your first business and it’s acquired successfully, you learn the importance of the customer and your delivery against their expectations. Customer Success is now the only differentiator in a world dominated by recurring revenue businesses, #ARR - a world where retention of customers has become at least equal in importance to customer acquisition. I'm delighted to apply my experience, passion, energy and drive, (acquired across multiple sectors), Communications, Robotics / AI and… Show more When you own your first business and it’s acquired successfully, you learn the importance of the customer and your delivery against their expectations. Customer Success is now the only differentiator in a world dominated by recurring revenue businesses, #ARR - a world where retention of customers has become at least equal in importance to customer acquisition. I'm delighted to apply my experience, passion, energy and drive, (acquired across multiple sectors), Communications, Robotics / AI and the Software industry and putting it all to good use in my current role - Customer Excellence is everything. #customerobsession, CCaaS, SaaS . Show less

Cloud based, Omni, Contact Centres had a very limited market share in 2016, my role encompassed driving forwards building a team, capable of growing the market share for 8x8. Achieving some early "wins" for this part of the 8x8 portfolio and working hard to establish market awareness. We established a strong foothold in the market, with most of the customers still using the 8x8 VCC solutions. I introduced the consultative approach to the sales pipeline management, workflow and achieving… Show more Cloud based, Omni, Contact Centres had a very limited market share in 2016, my role encompassed driving forwards building a team, capable of growing the market share for 8x8. Achieving some early "wins" for this part of the 8x8 portfolio and working hard to establish market awareness. We established a strong foothold in the market, with most of the customers still using the 8x8 VCC solutions. I introduced the consultative approach to the sales pipeline management, workflow and achieving outcomes for our customers. Show less

Responsible for Everything Cloud Contact Centre for Voicenet and then 8x8, by acquisition, Technology, Sales, Pre-Sales, Go-to market, and finally, the CCaaS evangelist for #8x8, speaking at a number of great events. It was a brave new world and I'm proud and very pleased to have started the journey here in Europe for #8x8

London, United Kingdom

Civica is a global IT-based services partner in digital solutions, software applications, and managed services, I'm very proud to have been a key member of the leadership team that took what was Comino Managed services and helped integrate this into the Civica Managed Services and Contact Centre Business. We had Contact Centre application integration and cloud technology before most companies were even talking about it. I met some really amazing people along this journey.

I'm the founder of ICT Associates, growing our company from zero to a very successful acquisition, with the ingredients still in the industry today as part of the Civica organisation. Along our journey, winning the BT Voice and Data integrator of the year for our work in the design and deployment of Public Sector, Social Housing and Government Contact Centres. Leading the way with our API / CTI skills to drive down costs, increase efficiency and improve CX. Featured in a case study for the… Show more I'm the founder of ICT Associates, growing our company from zero to a very successful acquisition, with the ingredients still in the industry today as part of the Civica organisation. Along our journey, winning the BT Voice and Data integrator of the year for our work in the design and deployment of Public Sector, Social Housing and Government Contact Centres. Leading the way with our API / CTI skills to drive down costs, increase efficiency and improve CX. Featured in a case study for the Open Universities Business School, as an exemplar of business techniques and acquired into the Civica Group, what a journey in 3 short years. Show less