Bio

With over 35 years experience in the ICT, Contact Centre, Customer Experience (CX) and Business Process Outsourcing (BPO) industries. Deon has worked on large scale contact centre, customer experience and business process outsourcing projects across a range of vertical sectors and contributed to the industry in technical, sales, managerial and consulting roles. As an accomplished contact centre professional and customer experience thought-leader, Deon specializes in assisting organisations in the development of their CX and Digital transformation strategies to deliver world-class omni-channel customer engagement and customer service. Deon is currently a registered and accredited member of the following industry consulting groups, and served as an expert on the Technical Committee that produced the current ISO 18295 Customer Contact Centre Standards: • Independent Customer Contact Centre Association (ICCCA) • Contact Centre Consult Network (CCConsult Network) Deon applies his broad set of skills and experience in areas like customer engagement, digitalisation, omni-channel, employee engagement, business optimisation, and customer journey analytics. Deon is an accomplished Contact Centre and Customer Experience Thought Leader, frequently quoted in Leading Industry and Business Publications and often appears as a speaker at industry conferences and events.