Author: 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.

When disconnected CX turns people into middleware

By David Russell   Posted in Contact Centre & Channels
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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 …

The rise of the customer service super agent

By David Russell   Posted in Artificial Intelligence - AI
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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 …