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to mitigate the risks associated with an offshore model . That ’ s likely to be a long term trend , not a flash in the pan .
How do you deal with stress and unwind outside the office ?
I ’ ve always been a keen golfer and where I live on the Sunshine Coast in Queensland , we ’ re spoilt for choice when it comes to courses . I ’ m a member at the Headland Golf Club in Buderim and I really enjoy getting out there for a round with different members , quite a few of whom are , like myself , newcomers to the area . The habit has rubbed off on my elder son . He ’ s now eight and plays in junior competitions , so I have the privilege of caddying for him – and being told off when I pull out the wrong club ! As a family , we also enjoy discovering new walks . Along the coast to Point Cartwright is our current favorite .
If you could go back and change one career decision , what would it be ?
That ’ s a hard one to answer because both of the careers I ’ ve had have been challenging and fulfilling . The oil and gas industry had lots to recommend it although it wasn ’ t especially family friendly – lots of fly-in , fly-out work or living in remote locations – and so does ICT . I ’ ve been fortunate to work with some great people over the years and I have some great memories . Of course , we all make the odd dubious decision but it ’ s best to try to learn from mistakes rather than stew over them .
What do you currently identify as the major areas of investment in your industry ?
We ’ re seeing smaller companies as well as large ones looking to upgrade their legacy voice-centric contact centers , to take advantage of sophisticated platforms that have become accessible and affordable . Technologies that allow businesses to save money and boost productivity – automation , self-service and digital channels like web chat and live chat – are where it ’ s at .
All these things can help organizations resolve straightforward enquiries more efficiently and improve their customer experience . Given the challenging economic times we now find ourselves in , that ’ s likely to remain a focus .
What are the region specific challenges when implementing new technologies in APAC ?
Most vendors would agree that the geographic scale of the APAC region is a challenge , particularly if you don ’ t have a network of branch offices or strong partnership arrangements . Although we offer a cloud-based product , customers still want that face to face interaction , and the assurance that you ’ re local and will have their back if issues arise . Pre-COVID , that meant a pretty solid travel schedule but of course the pandemic has put paid to that for now . It will be interesting to see if clients and vendors are happy to continue
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PEOPLE WHO ’ VE NEVER REALLY PLANNED FOR BUSINESS CONTINUITY HAVE EITHER GOTTEN LUCKY – OR REALLY UNLUCKY .
interacting virtually once international travel resumes or whether we ’ ll return to business as usual .
What changes to your role have you seen in the last year and how do you see these developing in the next 12 months ?
When we entered the Australian market a couple of years back , I was the business – decisions , operations , communications . . . you name it ! As we ’ ve built up a presence in the region and made some strategic hires , I ’ ve assumed a more traditional management role , stepping back and delegating some key functions and activities . I ’ ll continue to do that over the next year as we expand geographically – we established a presence in New Zealand last year and are looking to explore further opportunities across the region – and grow our partner network .
What advice would you offer somebody aspiring to obtain a C-level position in your industry ?
Get ready for a rough ride . Being responsible for the direction of a company can involve long days and nights , challenging conversations and hard decisions . That ’ s the downside but on the upside is the satisfaction you get from helping other businesses expand and prosper through the use of your technology . It ’ s also vital to keep learning from those around you . No one knows everything or has all the answers and everyone has something to contribute . •
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