Author: Craig Katz
Craig Katz
Craig Katz is the Regional Director, ANZ, at Daon, a global leader in identity management and biometric technology, and is responsible for driving brand growth in the Australian and New Zealand markets. A former United States Marine who served both in the USA and abroad, Craig has a detailed operational understanding of the current cyber security threat landscape and the application of mitigation strategies. Before commencing his role with Daon, Craig built his post-military career successfully launching a variety of Internet start-ups, as well as 10 years in sales and channel management, with a focus on Banking, logistics, mining and industrial solutions.
Customer-focused organisations know that trust and brand loyalty is built through consistent, high-quality, multi-channel branded experiences. But the reality is, many organisations struggle to provide consistent experiences across all channels. Despite the quick, seamless experience online customer service channels provide, customers are still struggling with agonising wait times and tedious ID verification questions before accessing customer support over the phone. Although the ID verification process is a crucial step for call centre staff, it can be a painful experience for customers who could verify themselves more easily online. So it’s no surprise that businesses are starting to explore the benefits…