Richard was involved with the Australian Customer Service Association for twelve years from 1990 -2002. In that time Richard served as a Committee member, State President, National Board member and Director. In 2001 he was also a National Director of the newly formed Customer Service Institute of Australia. Soon after that, Richard with the help of Greg Watson (ex-president American Customer Service Association and co-founder of 6 Sigma) got together with some colleagues and over 100,000 hours built the world’s first Customer Service Standards.
Richard and Greg formed an international board to oversee the standards, which remain as the pillars of the new CX standards discussed in this document. Richard went onto utilise his direct marketing and call centre experience across a range of corporate and government clients, all the while heavily focussed on improving the CX in those businesses. Richard is the National Road Trauma Advocate and is often called upon on by senior politicians for advice. Richard regularly appears on Neil Mitchell’s 3AW and Radio National programs with a focus on improving Driver Education in schools. Richard is a passionate family man who enjoys time at the beach, an open fire and a fine glass of red wine.
After completing his commerce degree at the University of Melbourne he established his first business in print management, warehousing and distribution.
With his growing experience, knowledge and expertise of the industry; Mark convinced Coca Cola that a new online portal he had designed could manage the customer experience of all the marketing collateral at each of their retail outlets across Australia.Through this digital technology, revolutionary at the time, he was able to check and monitor all the touch points between the Coke marketing teams and the FMCG point of sale collateral. Mark then introduced similar systems to national brands including Blockbuster Video, Snooze, Smith and Nephew, Nylex and General Motors.
Procurement professional with 35 years of experience including GM roles with ASX100 companies. Having attained a Grad Dip in Logistics Management from Monash University, a strategic approach to improving customer service levels whilst improving operational efficiency has been the cornerstone of all consulting assignments completed over the past 15 years. An integrated approach to strategy development whereby the Purchasing strategy, the Inventory Strategy and the Logistics strategy deliver the optimum Customer Service outcome.
I have known Ed Davis in his various roles that have spanned leading tourism and hospitality organizations – Throughout his career he has exercised leadership and insights that have been acquired through experience with a wide range of industry sectors.
Ed has always shown a curiosity and willingness to learn about latest trends and to relate them to his extensive experience. His insights draw upon the highs and lows of the industry in Australia and beyond which provides him with valuable perspective. He has a calm and reassuring manner which makes him particularly suited for coaching related roles. He has substantial experience of doing business in Asia generally and in China particularly.’Brian King, Professor & Associate Dean, School of Hotel & Tourism Management, The Hong Kong Polytechnic University.
Ed Davis is a senior, experienced Hospitality, Tourism and Winery executive with a proven track record in establishing successful, profitable businesses.He is a strong developer of people. He has worked with a range of Australian and Global clients including, Melbourne Tourism Authority, Radisson Hotels, Rendezvous Hotels, Marriott /Ramada Hotels, Spotless Conference Centres, RACV Resorts, Greystone Wines and 3R Epicure.
He specialises in Leadership, Career Transition, Marketing, Sales & Customer Service.His vast experience in developing and opening major hotels in Australia and Asia, Managing Resorts and Conference Centres in Australia and developing markets for wine products from New Zealand and Australia in Asia, allow him to now offer his clients a significant range of Advisory Services to help them increase their visibility, sales, profits and market distribution and penetration.His subtle and insightful people skills enable him to astutely assess current trends and situations and to recommend strategic solutions for increased success.
Chief Financial Officer
With over 25 years of experience in different industries, including 15 years advisory work with BNR Partners as Director of Franchise & Business Services, Jason brings a depth and breadth of knowledge to be able to offer practical and productive solutions to business and finance issues.
Having consulted to a various levels of business and government, he embraces solid business methodologies blended with a more personalised service to provide unique and efficient solutions. BNR Partners also has a team dedicated to working with Estates, Charities and Native Title. Jason holds various Directorships, and also sits on the Victorian CPA Public Practice Committee where he helps engage, represent and advance the interests of CPA members in Public Practice in Victoria.
Forrest V. Morgeson
Director of Research and Global Manager
Responsible for managing the ACSI research, advanced statistical modeling and analysis as well as the company’s international projects and licensing program which includes research projects across more than 20 countries.
Dr Morgeson’s numerous research projects focus on citizen satisfaction with government services and consumer satisfaction in the automotive, retail, healthcare, airlines and hospitality sectors.
His book “Citizen satisfaction: Improving government Performance, Efficiency and Citizen Trust” (Palgrave McMillan) is a best seller. He is responsible for introducing versions of the index to countries including Barbados, China, Colombia, Dominican Republic, Honduras, India, Indonesia, Kuwait, Malaysia, Mexico, Peru, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Turkey, Vietnam and the United Kingdom.
He has written six books, 17 peer reviewed journals and 12 conference papers on consumer satisfaction