After more than 30 years in contact centres and CX, I’ve built, run, outsourced and transformed just about every kind of customer operation there is — and I’m still as fascinated by getting it right as I was on day one. That’s what I love about this profession: there’s always more to learn.

As founder and CEO of ACXPA, I’m on a mission to raise the standard of customer experience as a profession — Australian-founded, and increasingly on the global stage. Through ACXPA and our specialist training arm, CX Skills, we help businesses and their frontline teams deliver customer experiences that actually work — on the phone, digital and in person — with the skills, standards and insight to back it up.