ARCET Global

Biography

David is a senior operational & strategic executive with over 20 years’ customer management experience and is certified as a CCXP – Customer Experience Professional, currently the only CCXP within CZ/SK.  Having managed large scale global operations, with teams in excess of 1000FTE across 15 languages and 50+ nationalities, David learned quickly that when running successful customer centric operations, customer experience & employee experience are interlinked.   

As a CX Specialist at Be All Ears, David is passionate about improving the lives of others and now puts his focus into supporting businesses to become customer centric.  Having resided within Czech Republic for 10+ years David is also passionate about improving the awareness around the value of CX and the CXPA competencies across Central Eastern Europe (CEE). This has led to the organisation of local networking events to create a CX community, as well as his own podcast, Be What You Should Be – The Customer Centric Podcast which focuses on CEE discussing local and global trends in Customer and Employee Experience with local and global CX leaders. 

 

Clients

Workshops

CX Masterclass in Partnership with Ian Golding

Delivery of a 2-day practical/interactive Customer Experience ‘masterclass’, teaching delegates how to ‘operationalise’ customer experience by taking them on a journey through Ian Golding’s generic Customer Experience Management framework.

Ideal for customer experience professionals at any level. As well as Senior management inclusive of C-Level who have the desire to truly understand what is needed to become customer centric

Realising the Impact – The Missing Link in the CX Chain

Delivery of a one-day workshop based around positive emotional connections which customers can build with your brand, or emotional connections you as a business can destroy! This workshop helps you understand the link in the CX chain and how you can combat this in your own environment.

Ideal for any professional person who feels they can make a difference in their working environment.  Great for management members who know change is needed and require a kick start in the right direction on their CX management journey.  

Reducing the Silos – Understanding Each Other

Silos exist in many corporations and despite many internal efforts still exist. This is a very open and interactive one-day workshop which will help companies to combat this topic, giving you some practical takeaways, you can use in your own workplace.

Note people are expected to be honest with one another in this session, this workshop is more suited to a singular corporation or start up where they wish to strengthen their team co-operation. 

Consultancy

Customer Experience Management

Most businesses are great at finding and winning customers, but how good are they at keeping them?

We provide consultancy services which focus on the full CX spectrum, what can be referred to as CX management. We specialise in the following areas of CX: 

  • CX strategy 
  • Build  
  • Delivery  
  • Alignment to business strategy and financial goals 
  • Brand mission and values relating to a customer centric approach 
  • Customer journey mapping and management 
  • Measurement, the right systems & methodologies helping you to measure 
  • VOC – Voice of Customer 
  • VOP – Voice of Process 
  • VOE – Voice of Employee 
  • Customer centric culture 
  • Employee personas 
  • Customer personas 
  • Employee engagement initiatives 
  • Customer ambassadors/customer heros 
  • Communication 
  • Continuous improvement (CI) programs 
  • Use of CI methodologies 
  • Improvement and corrective actions 
  • Return on investment 
  • Aligning actions to results 
  • Utilisation of key customer metrics into employee performance goals, all levels 

Customer Transformation & Contact Centre Management

Given our long tenure in senior global contact centre management roles through sale and service.

We are also able to offer consultancy for customer operational improvement and transformation programs. We specialise in the following areas: 

  • Customer team creation or development 
  • Understanding the needs of the business 
  • Creating a roadmap and strategy 
  • Checkpoints 
  • Contact centre operation and performance excellence 
  • Creation of operating models 
  • Embedding the right KPI’s into the operation model 
  • Day to day management efficiency gains 
  • Cost control & efficiency gains 
  • Optimisation 
  • Budget control 
  • Revenue 
  • Communication 
  • Team meetings 
  • Change management  
  • Employee engagement 
  • Development  
  • Coaching skills 
  • Presentation skills 
  • Contact centre software & technology  
  •  Creating the needs/RFI 
  • Choosing the right partner  
  • Automation & AI (Chatbors, voice bots & API possibilities)  
  • Continuous improvement (CI) programs – Sales & Service 
  • Use of CI methodologies 
  • Improvements and corrective actions 
  • Outsourcing 
  • Choosing the right partner 
  • Vendor management 

 

Testimonials

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