David Lucy brings over 30 years of experience in contact centres and the broader CX environment, and has been a strong advocate for the industry throughout his career. He is a Life Member of the Auscontact Association, having served in leadership roles across the SA, Victorian, and national chapters.
David has witnessed and contributed to the evolution of the industry — from the call centres of the 1990s to the omni-channel and CX environments we operate in today. His expertise spans sales, service, retention, collections, and complaints, working in public, government, and private sectors, in both in-house and outsourced environments across Australia and New Zealand.
He brings significant skills in technology implementation, change and transformation, talent development, people leadership, and stakeholder management, and has recently returned to Adelaide.
“I am passionate about customer service excellence and helping those in the industry develop skills, knowledge and expertise. I believe I bring the right mix of skills, experience and enthusiasm to the newly formed ACXPA team. I am passionate about the customer, their experience and put the customer first in all my key business decisions, and believe organisations have an obligation to drive a customer-first approach.”
“I believe that one of the key ways our industry can grow is to work to educate other business sectors such as IT, Marketing and HR about the key strategic role that contact centres and CX plays both today and into the future.”
David Lucy
General Manager, Revenue Optimisation, Compliance and Reform — SA Health
Protecting and improving the health of all South Australians
SA Health provides leadership in health reform, public health services, health and medical research, policy development, and planning — with a strong focus on wellbeing, illness prevention, early intervention, and quality care.
As the brand name for the health portfolio of services and agencies responsible to the Minister for Health and Wellbeing, SA Health plays a vital role in ensuring the health and wellbeing of South Australians across metropolitan and regional areas.
