We are the leading Customer Experience Consultancy business in Asia.I am responsible for the strategy, performance and profitability of the APAC Region, including management of the consulting, sales and administrative staff in Australia, Philippines, Singapore, Indonesia, India and China. I also deliver CX related projects such as training, consulting, and certification audits.Our clients are located throughout the APAC region (in South Korea, China, Hong Kong, Taiwan, Philippines, Malaysia, India, Sri Lanka, Singapore, Indonesia, Myanmar, Vietnam, Thailand, Australia and New Zealand) and range from some of the largest telcos, airlines, insurance companies, banks and utilities to small boutique outsourcers and government departments.We are primarily focused on operations that impact the customer experience (such as contact centres, digital channels, back office operations and retail networks), and we make sure that we improve aspects such as service level, attrition, customer satisfaction, recruitment, quality, cost per transaction, absenteeism, etc. whilst delivering a very high return on investment.

Customer Operations Performance Center Inc. (COPC Inc.) was founded in 1995 to focus on improving contact center operations, monitoring best practices in contact centers, and training contact centers and vendors for contact center certification. With extensive experience in Strategy Consulting, Contact Center Standards, Customer Satisfaction, Six Sigma and Contact Center Operations, COPC Inc. brings Contact Center Excellence to Customer Service Providers and Vendor Management Organizations worldwide.

Service Journey Strategies Inc. (www.servicejourneystrategies.com), is a flexible, client-focused CX strategy and transformation consultancy. We leverage our 25 years of CX experience supporting hundreds of major brands around the world to build actionable, data-driven CX solutions based on Service Journey Thinking. We help our customers through consulting, training, and implementation, making real change, right now, and creating self-sufficient teams ready for future challenges. Service Journey Strategies Inc. is headquartered in Winter Park, FL, U.S., with operations globally and is part of the COPC Holdings Inc. family of businesses.

Managed six separate contact centres in three cities (Sydney, Melbourne and Brisbane) dealing with telco, banking, insurance and superannuation clients as well as managing two Document Management Centres (mailroom/scanning etc) in Sydney and Melbourne.