Author: David Russell
David Russell
David Russell is General Manager, Enterprise Digital (Corporate) at Nexon Asia Pacific, where he leads strategy, growth and commercial performance across enterprise digital solutions, with deep expertise in Unified Communications and Customer Experience. With more than 25 years in enterprise technology, David has built and scaled high‑growth digital practices that bring together collaboration, contact centre and CX platforms to deliver meaningful business outcomes for large organisations.
A customer does not see the systems behind their request. They do not see the service ticket, CRM record, policy workflow, approval queue or handoff between departments. They see the wait. On the other side of that wait is often an employee doing everything they can to help. They are copying information between platforms, chasing updates and filling the gaps technology was meant to close. This is one of the most overlooked realities in customer experience today. Many organisations have invested heavily in digital tools, CX platforms, enterprise service systems and AI pilots. Yet the experience still depends on people manually holding disconnected processes together. In…
Something interesting is happening in the world of customer service. Faced with demand for ever-accelerating response times, teams are tapping AI-powered experience orchestration, giving rise to a generation of super agents. But fragmented systems are holding many back. Three-quarters (75%) of Australian consumers believe it takes too long to get a service response, according to research by PwC, while 58% expect near instant online messaging replies in under five minutes, and 82% expect phone support in under 10 minutes. Genesys research reinforces these findings. Half of consumers surveyed across APAC ranked fast response as the most valuable aspect in a customer service…