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KEYNOTE SPEAKER interview - Daniel Ord, founder & director of OmniTouch International

About Daniel Ord
"I'm an American national with 30 years in the Customer Contact industry.
I founded my company OmniTouch International 18 years ago and provide high impact workshops that develop Contact Centre mastery, improve Customer Service delivery and advance Customer Experience know-how.
Over the 18 years I've been speaking & consulting, I've interacted with more than 50,000 Participants in around 40 countries.  I'm thrilled to do what I love which is to help & inspire people to deliver great Customer experience.
Credentials-wise, I'm a CXPA Recognized Training Provider, a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, Net Promoter Certified and a Call Centre Industry Advisory Council Training Partner (CIAC).
But our most important credential is what our Clients say. We've received thousands of positive testimonials over the years - hundreds of which can be found on our website.
Curriculum-wise we currently offer 25 unique workshop programs that address the Contact Centre, Customer Service & Customer Experience domains."



  • We know this is subjective but what does customer experience mean to you? What does a good customer experience mean?


I just returned from an extended holiday in France and that gave me a complete chance to experience life through the various vendors and companies that took care of my across my travels there.
It means I feel seen.
That someone thought about what I was going to go through.  That unnecessary complexity or confusion had been stripped away.  That there is obvious thoughtfulness in even the smallest of details.
That I felt really great about my choice by the time that experience came to an end.
That’s so easy to say – but a lot of work goes into achieving this.  As you all know!

  • How can customer experience be measured? How do we know that we are doing it well?


I’m a former Finance person and I’m comfortable thinking in numbers and outcomes.  So put simply – it means that you are gaining traction in the areas you wanted to see improve.
Whether that’s Customers who stay longer, spend more, talk about with to other people – ultimately it’s about ROI.  Arguing for CX as a moral imperative is not going to win you budget.

  • Does an instant solution exist? How fast can we achieve spectacular results at all?


As with anything worthwhile in life the payoff comes from extended effort and hard work.  That’s simply the heart of excellence and those seeking shortcuts will simply fail to achieve what those work hard achieve.
Consider Culture alone. Just one of the critical CX disciplines.
 I’d ask the audience – so how long do you think it will take you to create a great Customer-oriented culture across every department, Employee, Vendor, Business Partner and the like in your organization?
Unless you’re already there (and few are) most will say 2 – 3 years. 

  • What do you recommend what shall we pay attention the most for a perfect customer experience?


Well firstly I don’t think it’s a good idea to aim for a ‘perfect’ Customer Experience.  This is a journey not a destination.  Expectations are always changing.  Wants become needs.
But the basics apply.  Did I get the job done for my Customer?  Did I make it easy on them?  And did I design an emotional outcome that matches my brand?
It’s not rocket science – but it does take work.

  • Could you please, tell me something about yourself. What’s your mission, how would you like to and how can you help the profession of customer services.


My purpose is to help & inspire people to deliver great Customer experiences.
I’m an American national – now based in Europe – with nearly 30 years in the industry.
I opened my company OmniTouch International 18 years ago and facilitate practical and engaging workshops and speeches that develop Contact Centre mastery, improve Customer Service delivery and advance Customer Experience know-how.
I’ve worked with more than 50,000 Participants in more than 40 countries.  I’m thrilled to do what I love.
What I'm really good at is equipping & inspiring folks with the know how and relevant skills needed to do their CC, CS & CX jobs better - from senior management through to the Frontline.
Credentials-wise, I'm a CXPA Recognized Training Provider (one of 6 in the world - now that's something), a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, Net Promoter Certified and a Call Centre Industry Advisory Council Training Partner (CIAC). 

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