Daniel Ord 

The Leading Global Training Expert in Customer Experience and Contact Centres

Rated 4.9 out of 5
Daniel has an average rating of 4.9 out of 5 stars across all his courses
Very good8%

Dan is one of the leading trainers in the world with nearly 30 years in the Customer Experience and Customer Contact industry with the rare skill set of having earned mastery in three interrelated but distinct domains:

1. The Contact Centre ecosystem including operations, quality, leadership and people.

2. Customer Service where Dan teaches service culture and how to implement and/or improve every channel of communication.

3. Customer Experience with a focus on organisational culture and helping people prepare for Customer Experience certification.

Dan’s academic credentials are unsurpassed, Dan is a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Strategic Leader, is Net Promoter Certified and was the first to bring professional Contact Centre certification to Asia back in the early 00s.

Over the past 20 years,  Dan has facilitated sessions with more than 50,000 Participants in more than 40 countries (and lots in Australia and Asia-Pacific) through his OmniTouch International business with thousands of powerful testimonials a testament to the quality of the training material and his presentation skills.

Since 2019 Daniel has partnered with CX Skills to facilitate his public and private bookings for the Asia Pacific region.

Global CX Expert Daniel Ord

One of only a handful of Authorised CXPA Training Providers in the World

In 2019 Daniel became one of only a handful of individuals in the world who are formally accredited as a CXPA (Customer Experience Professionals Association) Recognised Training Provider* and he’s the only one who visits Australia on a regular basis (when he’s allowed again thanks to COVID restrictions!)

*Recognised Training Provider is the current certification – this is not the same as an Authorised Training partner which is an old, outdated status and is no longer valid.

CXPA Recognised Trainer Provider

A man in demand!

When you are one of the top experts in the world it’s no surprise that people want to hear from you! Daniel is a regular guest on numerous podcasts (including our own CX Central Podcast with local expert Justin Tippett), he chairs conferences all over the world and he’s been a judge for countless awards programs across the globe.

And if that wasn’t enough, Daniel is also a prolific writer contributing numerous articles on CX Central as well as his own website, and he’s well known on the LinkedIn community for sharing his insight and passion into the industry.

Daniel Ord Training in Australia

When Daniel isn’t working… 

When he’s not in training rooms around the world, you’ll find Dan inside art galleries & museums, taking long walks (he’s known for going on some very LONG walks!), reading, writing and sampling some of the beautiful wineries in his neighbourhood.

Art also runs in Daniel’s blood – he previously owned an art gallery in Singapore so it’s fair to say he would be one of few the people in the world who is a world-leading CX trainer by day, and an art connoisseur by night!

Born in America, Daniel moved to Singapore in his late 30’s and he liked it so much, he stayed! Daniel became a long-term resident of Singapore for 20 years forming a great base for training across the world as well as establishing great networks across the Asia-Pacific region.

After 20 years in Singapore, Daniel relocated to Germany in 2019 to join his partner and in between training courses, he spends his time walking through the local villages, sampling the local wineries and of course taking in the beautiful views.

Daniel Ord in Germany
Daniel Ord in front of the Kloster Eberbach Monastery in Germany.

Daniel Ord’s Recent Customer Testimonials

It’s easy to show off an impressive list of certifications and highlight his extensive work and training experience but the thing that stands out the most about Daniel Ord is his absolute passion for helping people become better contact centre and customer experience practitioners.

His passion, experience and amazing stories and examples really are what really sets Daniel apart from other trainers in the world, and it’s the student’s testimonials that are Daniel’s proudest achievements.

A selection of recent customer testimonials for Daniel Ord is below and you’ll find more specifically related to each course on the course pages.

Best trainer I have ever come across!

Rated 5 out of 5
19 May 2022
Review of Managing Difficult Customers (Private class)

Daniel was absolutely amazing! He makes everyone feel comfortable and inclusive. Thoroughly enjoyed the training.

Avatar for Sandy Aye
Sandy Aye
Retail Activations Team Manager
World Vision Australia

A great course to comprehend the fundamentals of CX- and so much more!

Rated 5 out of 5
12 May 2022
Review of CX Management Fundamentals (May 2022 class)

I thoroughly enjoyed the CX Management Fundamentals course facilitated by Daniel Ord. The four modules were content rich, with so many key takeaways and lightbulb moments. I am looking forward to implementing all of my new knowledge.

Avatar for Isabelle Wolfensberger
Isabelle Wolfensberger
Head of Customer Experience
The Hatchery

Most engaging course!

Rated 5 out of 5
11 May 2022
Review of CX Management Fundamentals (May 2022 class)

I’d be happy to recommend Daniel’s course to anyone in my organisation, especially those whose core work is about improving outcomes for customers and optimising their experiences. I love all the frameworks and useful sets of tools that I’ve picked up in the course, and can’t wait to integrate them into the current Design Thinking practices.

Avatar for Alexis Wang
Alexis Wang
Senior Service Designer
Waka Kotahi NZ Transport Agency

Fantastic insight!

Rated 5 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

Daniel was very insightful and enthusiastic about what he was taking about. I learned a lot regarding how to treat others.

Avatar for Ross Koussoulas
Ross Koussoulas
Loyalty consultant
World Vision.

Fantastic, A great course for anyone who is customer serving.

Rated 5 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

The course is a great overview in managing difficult situations/customers. Daniel is highly engaging and passionate in delivering the content and he provides great examples and effectively guides/demonstrates these for participants, ensuring they are taking on each topic.
The team have really obtained great knowledge to put to action in their day to day roles. In addition, the techniques are very simple and realistic which will enable a quick refresh for teams down the track with the content provided.

Avatar for Jordan Thomaidis
Jordan Thomaidis
Supporter Experience Centre Manager
World Vision Australia

A great two days of helpful insights and new ways of thinking

Rated 4 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

I thoroughly enjoyed attending the training course. The host was very easy to listen to, always had a smile and provided some really helpful insights on how best to respond and not respond to a customer.
I highly recommend this course and think no matter what level you are at, everyone can take something away from it.

Avatar for Laura Crump
Laura Crump
Prospect Relationship Manager
World Vision Australia

More Daniel Ord Customer Testimonials!

Without a doubt, Daniel Ord is one of the most switched on training consultants I have worked with in respect to service delivery. Daniel grasps exactly what it takes to not only motivate and skill teams in order to deliver service excellence; he also knows which levers to pull for you to differentiate your brand from those around you. Clark Harris,  Senior Director of Global Marketing at Interface

Dan conducted High-Performance Management Training for Maybank Group Customer Care that I found extremely valuable. He demonstrated high level of expertise & his presentation was clear and immediately actionable. His style was open & inviting to questions and willing gave his time in responding to question thoroughly. Dan is extremely enthusiastic about his work which is infectious. I strongly recommend him for any training he has through his company omniTouch. Thank you, Mr Dan. Truly an experience and will definitely help me to improve our working culture.” Prakash Naidu Perumal, Manager Customer Experience – Customer Contact, AIA Berhad

“Daniel is one of the most experienced contact centre industry experts and enthusiastic speakers I have met or worked with. His passion for the contact centre industry and deep insights into the operations and management impressed me the most, and his training sessions have always been both knowledge and skills enriched and inspiring and enlightening!“ Houdong Wang, Independent Trainer and Consultant

I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career. Clare HagioglouSenior Systems Officer Customer Service, Customer & Digital, City of Casey

“I loved this course and Daniel’s approach. Daniel is an amazing guy and the way he trains is amazing.” DKSH Asia Pacific

“We hired Daniel and his organisation to support our efforts in the call centre space at regional level. They provided strategic guidance, helped setup the service and service offering model and provided training to all our staff. It was all done in an extremely professional way, understanding our own business realities and not applying a predefined solution. A pleasure to work with Daniel…and with his help we have won already few prizes on Customer experience and more importantly, business growth is significant as per agreed plan. Thanks Daniel and team !” Lluis Ferre Nadal, VP Sales and Marketing Asia

Vodafone Fiji being South Pacific’s most advanced & leading telecommunications service provider, was leading its way towards the digital transition of most of its services & operations. This meant digitizing it’s customer touchpoints & thereby getting our staff up to speed in serving these customers using the new channels. So that’s where we reached out to an expert in this trade to assist us in this journey of coaching our CC staff. Daniel Ord did a fantastic job & the results were visible during the program itself. That’s one of the fastest turnarounds I’ve seen from a coaching program!  Rizvi Amith, Heading the Digital Business & Service Innovation for Vodafone

“Daniels’ got to be the best Trainer I’ve ever had in my life – KUDOS TO HIM!!! Thank you so much for the great teaching. Really appreciate it!! Singapore Ministry of Manpower

“It was amazing how Daniel broke things into clear perspective and was enlightening to see how he guided us in managing quality for the purpose of service excellence.” UUM Malaysia

“Very engaging and Daniel is very humorous and a nice guy. Learned a lot on motivating employees effectively. Thank you!” Sompo Singapore

Video Testimonials

The last time Daniel was able to be in Melbourne to conduct training was in 2019 just before COVID changed the world. This is a short video recorded from participants who had just finished the Call Centre Management Fundamentals course.

Private and Public Training Course Options

Many of Daniel’s courses are conducted publicly enabling you to send as few as one person or multiple with a list of all of Daniel Ord’s upcoming public courses listed below.

Daniel is also available to conduct private training courses (either in person or remotely) which enables more flexibility with the dates, times and duration of the course as well as being more cost-effective for larger groups or teams.

CX Skills manages all of Daniel’s booking for the Asia Pacific region so if you’ve got any questions about his courses or would like a quote on a private training course please contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm Monday to Friday AEDT/AEST or send us a message anytime >

Upcoming Courses