Daniel is an inspirational customer experience champion, determined to simplify, personalise and humanise customer contact in a world of continued centralisation and automation. With over 15 years of experience with large contact centres and both established and challenger brands, no customer challenge is too big or small. He is MD of OnBrand, a marketing communications agency focused on smart marketing through customer knowledge. Their work transcends decluttering IVRs, reducing customer effort and removing choke points, to make customer contact simple, refreshing and consistent across all touchpoints. Please take a look at our case studies by visiting www.onbrand.co.uk/case-studies/
Why do you make it so difficult to speak to you?
Explanation of how to put the customer journey experience first by reducing layers, positive engagement, appropriate tone of voice and clear and concise script.