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July 24, 2026
HomeAuthorsDavid Joyce

Articles by David Joyce

About David Joyce

David is a leading authority on organisational change and Director of Reconceive Consulting. He provides fresh thinking for progressive leaders, helping them to improve leadership, culture, and service delivery.


As a result of gaining a new perspective for solving problems, every customer can receive great service at less cost, colleagues can be enabled to work more productively, and a more positive organisational culture can be created.

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Why Customer Experience Initiatives keep failing
CX Executive Tips

Can Customer Experience Initiatives really work?

May 27, 2021 David Joyce

Despite the number of Customer Experience initiatives businesses keep launching, little seems to be changing and we now know the reason why.

Tips on how to build a customer-centric organisation
CX Executive Tips

How to build a customer-centric organisation

May 20, 2021 David Joyce

Some tips on how to build a customer-centric organisation that can benefit your customers and your colleagues.

Failure demand in your contact centres 2021
CX Executive Tips

Failure Demand | The curse of the modern day contact centre?

March 8, 2018 Last Updated: April 22, 2021
David Joyce

Discover why managing Failure Demand is one of the greatest levers for improving performance and reducing costs in your call centre.

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    Understanding Erlang C for call centres

    September 21, 2018 Last Updated: August 8, 2023
    A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!
  • Tips on how to manage angry customers

    How to manage angry customers

    May 3, 2018 Last Updated: June 21, 2021
    If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

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NEW INDUSTRY ASSOCIATION in AUSTRALIA!

After 11 years, CX Central has now transitioned to the Australian Customer Experience Professionals Association (ACXPA).

ACXPA connects Australia’s contact centre, customer experience, digital service and customer service professions and has been founded, and is managed, by industry leaders to create better customer, business, career and industry outcomes. Learn more about ACXPA >

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