Author: Dave Flanagan
Dave Flanagan
Dave Flanagan, Head of CX. Dave is a recognised leader in digital transformation and customer experience (CX), with over 17 years of experience delivering innovation and growth for Australian organisations. As Head of Digital CX and Automation at Nexon Asia Pacific, Dave is responsible for shaping and executing forward-thinking strategies that align cutting-edge technologies with business goals—enhancing customer engagement, operational efficiency, and overall performance. His expertise spans automation, conversational AI, and digital-first engagement, and his work has contributed to multiple award-winning CX initiatives.
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping to get user experience right internally to help retain talent. Tackling turnover in customer contact centre teams can be a perpetual challenge for customer experience (CX) leaders. Australia claimed an average attrition rate of 27% in 2024, according to the Australian Customer Experience Professionals Association. While this was a 5% decrease compared to 2023, it still represents a substantial number of professionals to replace. The truth is that contact centre…