Settling into the World of Customer Experience

Author Bio

Author Bio

I’m close to hitting the six month mark of my time as a newly-minted Confirmite. It’s been an incredibly busy start to my time here and I thought I’d take a moment to introduce myself. For those of you I’ve already met, you’ll know I’m a sports-mad guy from New Zealand who now calls Sydney home. I should probably cover some work stuff here, though.

When I started with Confirmit in November, it was my first move into the world of Customer Experience – or CX as I now know it’s often called. I’ve been in the managed IT and SaaS space for 15 years or so, working with strategic accounts to ensure they get the best from enterprise solutions. I figured as long as I could get my head about the challenges companies face in CX, I was pretty well-placed to be a useful addition to the Confirmit Australia team!

I don’t want to sound like an over-excited kid, but my first five months have been awesome! I spent a couple of weeks in London for our global kick-off and have met some great characters from Confirmit’s offices around the world. Sydney might be a long way from our other locations, but we’re definitely part of the same team. I’m really looking forward to working with these guys and building my CX knowledge. 

As a newcomer to the industry, I’ve learned a lot already. It’s obvious that becoming customer-centric is a big aim for companies in a lot of industries – from B2B to Superannuation to education and more. So far I’ve learned that although lots of companies are getting feedback from employees and customers, many have a long way to go to enable them to use that feedback to make better decisions. Companies I’ve been speaking to definitely understand that the Voice of the Customer and Employee will make them stronger so I’m excited about helping them get there. 

Now I’m getting settled at Confirmit, I’m really looking forward to meeting more people in the CX world and really understanding what companies need, and how Confirmit can help. I love working with clients strategically – helping them understand the steps they need to take to achieve their corporate goals. I may be biased, but I reckon we have the solutions to get them there!

Bring on the rest of 2019!