Primary Responsibilities Include: • Customer acquisition and revenue growth across the iSON Xperiences Business Process Outsourcing (BPO) and Digital Transformation business areas. • Expanding iSON Xperiences domestic and off-shore business process outsourcing services by working with the global iSON team and an external Consultant network. • Driving the adoption of Digital Transformation solutions and services that includes Digital customer engagement channels… Show more Primary Responsibilities Include: • Customer acquisition and revenue growth across the iSON Xperiences Business Process Outsourcing (BPO) and Digital Transformation business areas. • Expanding iSON Xperiences domestic and off-shore business process outsourcing services by working with the global iSON team and an external Consultant network. • Driving the adoption of Digital Transformation solutions and services that includes Digital customer engagement channels, Messaging, Voice & Text Bots, Artificial Intelligence (AI), Robotic Process Automation and Voice & Data Analytics with existing and new customers. • Building Business Cases that demonstrate the value proposition that the iSON Xperiences solutions and services can deliver including ROI and TCO models when adopting Digital and CX transformation strategies. Show less

With over three decades of experience in the contact centre and customer experience industries, DSC specializes in guiding and assisting organisations through their strategic CX and Digital transformation processes to improve their omni-channel customer engagement and achieve success with higher business outcomes. Using this knowledge and insight, DSC helps enterprises develop strategies to meet the escalating demands of today's consumer and business customers.DSC's broad set of skills… Show more With over three decades of experience in the contact centre and customer experience industries, DSC specializes in guiding and assisting organisations through their strategic CX and Digital transformation processes to improve their omni-channel customer engagement and achieve success with higher business outcomes. Using this knowledge and insight, DSC helps enterprises develop strategies to meet the escalating demands of today's consumer and business customers.DSC's broad set of skills and experience in areas like customer engagement, digitalisation, omni-channel, employee engagement, business optimisation, and customer journey analytics to deliver on various specialities that include: Customer Experience (CX)• CX maturity assessments & transformation initiatives• CX ROI and the business case for change• Customer journey mapping and touch point design servicesWorkshops, speaking and events• Chairing Conferences• Conference keynotes• Customised talks• CX and Contact Centre strategy development• Executive alignment• Process improvement initiativesCall Centre / Contact Centre and Technology• Digital transformation and customer service• Omni-channel contact centre management• Social-media and Messaging• Interaction Analytics (Speech & Text)• Outbound dialling• Automation and Customer self-service (AI & Bots)• Cloud-based contact centre and telephony design and strategies• Contact centre optimisation• Workforce management and quality assurance• Align Contact Centres to international bench-marked standards• Evaluating and sourcing vendors that promotes efficiency and operational growth Show less

Responsible for customer acquisition and revenue growth across APS' Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) Business Units, positioning AI-driven Conversational Experience and AI solutions to APS clients across Africa.When one considers that over 90% of our day-to-day conversations take place in digital messaging channels, my goal is to help APS customers transform their businesses away from traditional voice-based synchronous channels to today's… Show more Responsible for customer acquisition and revenue growth across APS' Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) Business Units, positioning AI-driven Conversational Experience and AI solutions to APS clients across Africa.When one considers that over 90% of our day-to-day conversations take place in digital messaging channels, my goal is to help APS customers transform their businesses away from traditional voice-based synchronous channels to today's most popular asynchronous messaging channels that include WhatsApp, SMS, Facebook Messenger, Apple Business Chat and Google RCS amongst in partnership with the leading global digital solution provider, LivePerson. Show less

During Deon's employment at Pivotal Data he was responsible for the strategic positioning and growth of the company’s business within the Customer Experience (CX), Contact Centre, Unified Communications, Hosted and Cloud Computing markets. Duties and responsibilities included but was not limited to the following:Marketing and Lead Generation• Work with Marketing to execute a range of marketing and lead-generation activities that included; digital and social-media campaigns… Show more During Deon's employment at Pivotal Data he was responsible for the strategic positioning and growth of the company’s business within the Customer Experience (CX), Contact Centre, Unified Communications, Hosted and Cloud Computing markets. Duties and responsibilities included but was not limited to the following:Marketing and Lead Generation• Work with Marketing to execute a range of marketing and lead-generation activities that included; digital and social-media campaigns, hosting conferences and events, speaking at industry related seminars and conferences, writing of articles for well-known magazines, newspapers, and other publications to improving Pivotal Data brand awareness and sales revenue.Sales and Account Management• Develop sales strategies and strategic account plans.• Deliver on overall sales targets for new customers and Upsell/Cross-sell revenue in the existing customer base. • Manage the entire customer relationship including customer satisfaction.Channel Partner Development• Maintain relationships with existing and establishing new channel partners.• Train and develop channel partners, including pre-sales and sales teams.• Develop Business Plans, Go-to-Market and sales strategies for channel partners.• Manage national sales targets set for channel partners.Product Management and Pre-Sales• Business and Technical Consulting.• Sales and Technical Product Training and support.• Vendor and Product management.• Vendor and Technology selection and strategy.• Supplier and Partner negotiations and relationships.• Develop business plans and sales strategy for the market of all new products.• Prepare, present and update of product information for effective sales collateral.• Negotiate terms of agreements, sales forecasting, and variations in price, delivery and specifications with suppliers. Show less

While employed at Genesys, Deon was responsible for the following areas of the Regional business:• Contact Centre and Customer Experience (CX) consulting services in Africa.• Providing all Pre-Sales and Solution Consulting Services and support to the local Sales team, Account managers and Channel partners in the region.• Executing a range of Marketing activities that included; speaking at various local and international industry related seminars and conferences, and… Show more While employed at Genesys, Deon was responsible for the following areas of the Regional business:• Contact Centre and Customer Experience (CX) consulting services in Africa.• Providing all Pre-Sales and Solution Consulting Services and support to the local Sales team, Account managers and Channel partners in the region.• Executing a range of Marketing activities that included; speaking at various local and international industry related seminars and conferences, and writing of a variety of articles for well-known magazines, newspapers, and other publications with the aim of improving the Genesys brand awareness. Show less

Responsibilities at Interactive Intelligence (ININ) included the following:• Contact Centre and Customer Experience (CX) consulting services in EMEA.• Providing all Pre-Sales and Solution Consulting Services and support.• Managing the local Professional Services team in providing all the required solution implementations, project management and technical support services.• Executing a range of Marketing activities that included; speaking at various local and… Show more Responsibilities at Interactive Intelligence (ININ) included the following:• Contact Centre and Customer Experience (CX) consulting services in EMEA.• Providing all Pre-Sales and Solution Consulting Services and support.• Managing the local Professional Services team in providing all the required solution implementations, project management and technical support services.• Executing a range of Marketing activities that included; speaking at various local and international industry related seminars and conferences, writing of a variety of articles for well-known magazines, newspapers, and other publications with the aim of improving the ININ brand awareness.Key Achievements:- EMEA Strategic Business Consultant of the year (2016) Show less

Deon was tasked with building and expanding ININ’s Strategic Consulting services offering from Africa into the rest of EMEA and also managing the African Pres-Sales business. These responsibilities included supporting all Interactive Intelligence (ININ) Sales teams, Account Managers and African Channel Partners by providing the following services:• Creating new Contact Centre and CX consulting methodologies and supporting material.• Conducting and managing a range of… Show more Deon was tasked with building and expanding ININ’s Strategic Consulting services offering from Africa into the rest of EMEA and also managing the African Pres-Sales business. These responsibilities included supporting all Interactive Intelligence (ININ) Sales teams, Account Managers and African Channel Partners by providing the following services:• Creating new Contact Centre and CX consulting methodologies and supporting material.• Conducting and managing a range of Contact Centre and Customer Experience (CX) consulting services.• Developing and delivering product and consulting training programs for Sales teams, Account Managers and African Channel Partners.• Developing solution designs, pricing and sales proposals.• Delivering product and technical presentations across all product ranges and solutions.• Completing RFI and RFP and other technical written responses.• Ensuring the technical accuracy of architecture designs and pricing used.• Delivering Pilot projects, Proof-of-Concept (POC) and product demonstrations as part of the sales process and company strategy.• Engaging strategically within large sales opportunities for new opportunities and in existing customer accounts.• Executing a range of Marketing activities that included; speaking at various local and international industry related seminars and conferences, writing of a variety of articles for well-known magazines, newspapers, and other publications with the aim of improving the ININ brand awareness. Show less

In 2013 I was tasked to create a consulting business in the Africa region in addition to executing the regional marketing responsibilities and strategy. This new role also included the following goals and deliverables:• Building and showing a deeper understanding of the customer’s business, business objectives, customer experience strategy, and business challenges.• Analysis of the Contact Centre and UC technology, infrastructure and architecture used.• Creating a… Show more In 2013 I was tasked to create a consulting business in the Africa region in addition to executing the regional marketing responsibilities and strategy. This new role also included the following goals and deliverables:• Building and showing a deeper understanding of the customer’s business, business objectives, customer experience strategy, and business challenges.• Analysis of the Contact Centre and UC technology, infrastructure and architecture used.• Creating a personalised value message and value proposition for each buyer/customer also showing how ININ will resolve Business challenges and help achieve Business objectives.• Providing financial justification for IT spend, quantifying the cost of doing nothing and showing the competitive value, business benefits, ROI, TCO and NPV if customer change to the ININ solution.• Ensuring that existing customers are using the Interactive Intelligence (ININ) solutions correctly and receiving the originally proposed business value and benefits.• Helping Account Managers increase Up-sell and Cross-sell opportunities and revenue.• Creating more referenceable customers by using consultancy services to improving customer relationship, service and satisfaction.• Executing a range of Marketing activities that included; speaking at various local and international industry related seminars and conferences, writing of a variety of articles for well-known magazines, newspapers, and other publications to increase the ININ brand awareness. Show less

In this role, I was responsible for the following areas of the Interactive Intelligence (ININ) regional business:• New Business Development• Pre-Sales Services• Account Management• Customer Satisfaction• Marketing

Deon was responsible for ATIO Corporations internal Information & Communications Infrastructure (ICT) and related services and the strategic positioning and growth of the company’s business within the Contact Centre, Unified Communications, Managed Services and Cloud Computing markets. Establishing and positioning ATIO as the industry “Knowledge Hub”. This strategy included; speaking at various local and international seminars and conferences, writing of a variety of articles for… Show more Deon was responsible for ATIO Corporations internal Information & Communications Infrastructure (ICT) and related services and the strategic positioning and growth of the company’s business within the Contact Centre, Unified Communications, Managed Services and Cloud Computing markets. Establishing and positioning ATIO as the industry “Knowledge Hub”. This strategy included; speaking at various local and international seminars and conferences, writing of a variety of articles for well-known magazines, newspapers, and other publications to increase customer awareness and demonstrate ATIO’s market leadership in selected technology areas or niche markets.Key Achievements:- Extra Mile award for exceptional dedication and customer service (1998, 1999)- Business Development Person of the year award (2001)- Nominated for Business Development Person of the year award (2003, 2004)- Achievers Club Award (2005, 2006) Show less

Deon managed the Technology and Professional Services Business Unit tasked with providing the following services:• Business and Technical Consulting• Pre-Sales Support• Product Management• Sales and Technical Product Training• Supplier and Partner negotiations and relationshipsTheses services had to be delivered for a range of technology solutions and vendor products related to the following technology areas:• Contact Centre• Customer Relationship… Show more Deon managed the Technology and Professional Services Business Unit tasked with providing the following services:• Business and Technical Consulting• Pre-Sales Support• Product Management• Sales and Technical Product Training• Supplier and Partner negotiations and relationshipsTheses services had to be delivered for a range of technology solutions and vendor products related to the following technology areas:• Contact Centre• Customer Relationship Management (CRM)• Multimedia Recording & Workforce Optimisation• IP-Telephony & Convergence• Unified Communication• Mobile Technology Show less

Responsible for all Solutions Consulting and Pre-Sales related activities for ATIO's internally developed contact centre solution called CyberCall, later re-branded to AtioCall.

While at ABSA as a Senior Network Architect Deon was tasked with the consolidation and redesign of the voice and data communications networks and infrastructure used by the big four financial institutions into a single, amalgamated and optimised platform. During the 5-year employment period at ABSA, Deon managed various ICT projects within the group.Key Achievements:- Received ABSA shares as part of ABSA’s “Share Reward Scheme” for exceptional work performance (1994, 1995… Show more While at ABSA as a Senior Network Architect Deon was tasked with the consolidation and redesign of the voice and data communications networks and infrastructure used by the big four financial institutions into a single, amalgamated and optimised platform. During the 5-year employment period at ABSA, Deon managed various ICT projects within the group.Key Achievements:- Received ABSA shares as part of ABSA’s “Share Reward Scheme” for exceptional work performance (1994, 1995, 1996)- Management award for initiating and managing a project that resulted in an annual saving of over R3 million in Telkom rental costs (1995)- Management award for the work done as a Project Manager tasked with the evaluation of Telkom’s SpaceStream (VSAT) Satellite technology with the aim of reporting on its feasibility and recommended future strategy of utilisation within ABSA’s networking environment (1996)- Vision ABSA-2, Star Award, for work done as part of a project team tasked with the planning, co-ordination and execution of the un-interrupted relocation of ABSA’s Cape Town Regional Network Centre (1997) Show less

Deon's career in the ICT Industry started at Telkom. During 10 year career at Telkom, Deon held various positions of which the last position within Telkom was that off Chief Technology Officer.Key Achievements:- Achievement award for outstanding performance as a Member andLeader of the Delta Achievement Group (1988)- Performance Bonus Award for the outstanding manner in which workwas executed and completed during the year (1989, 1990)- Deon was selected as a member… Show more Deon's career in the ICT Industry started at Telkom. During 10 year career at Telkom, Deon held various positions of which the last position within Telkom was that off Chief Technology Officer.Key Achievements:- Achievement award for outstanding performance as a Member andLeader of the Delta Achievement Group (1988)- Performance Bonus Award for the outstanding manner in which workwas executed and completed during the year (1989, 1990)- Deon was selected as a member of the original team assembled to establish South Africa’s first Digital network called Diginet in 1986. Show less