Derek Finch has over 25 years’ experience in managing contact centres, including through crisis across a wide variety of sectors including Government, Not for Profit and Commerce.
Derek was the former national Chair of the ATA has been elected Life Member of the Auscontact Association and is currently a senior consultant for CX Consult who specialise in providing support to contact centres in Australia.
Do you really need Artificial Intelligence for CX transformation? It seems to occupy every other article on customer experience and contact centres. I was reading one today and one quote said customers only ring their contact centre as a last
January 29, 2016Last Updated: November 14, 2018 Derek Finch0
It seems every other organisation is now appointing a Customer Experience Manager or changing the name of the Customer Service Manager. Customer Experience is the new black! Over the last couple of years I have had the opportunity through