Daniel Ord – The Leading Global Training Expert in Customer Experience and Contact Centres
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.
Daniel now partners with CX Skills to facilitate his public and private bookings for the Asia Pacific region.
One of only 15 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Provider is the current certification – this is not the same as an Authorised Training partner which is an old, outdated status and is no longer valid.
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.
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 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 customer testimonials for Daniel Ord is below and you’ll find more specifically related to each course on the course pages.
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
This is such an insightful and interesting course. Daniel is very experienced and the way he explains makes things easy to understand. I like how the course is split into various sections such that it is not too overwhelming to learn each day and also how each module are connected to each other. He is very knowledgeable and is able to answer my enquiries.
I also like the fact that the course is held in a small group, suitable for people to speak comfortably and ensure they are attended to. There are many meaningful discussions that arose during the course and it is surprising at times to know how similar/different we are with other organizations.
Overall, this is such a great experience, which I would definitely recommend to others. I foresee the things I learnt could be applied to my organization to further improve our service center.
Clarity made clearer!
Daniel and Marcus were refreshing! We thought that how we do things were already good, but they showed us how it could be better by unlocking all those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor and coach, as this may be the secret sauce that you need for success!
The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator discuss their thoughts openly, gives perspectives that connects to the focus points of the training. I loved it.
The training brought so much joy and realization, of how much I personally know about the topics discussed and more importantly about how much i do not know. What comes next, is continuing what I have been doing great, adding and applying the new elements that I have learned and continue to share this experience with the group.
A better Team Leader
This course helps me solidify what I am currently doing. Sometimes I have doubts if I am on the right track when doing coaching but after joining this 2-day course it gave me assurance that I am doing the right things and not only that, It helps me correct the mistakes that I am doing when coaching and also gave me additional inputs to help develop my coaching style as a Team Lead
Excellent insight into Monitoring and Coaching
Dan was excellent in going through some very insightful and interesting principles on the topics of effective monitoring and coaching. It was a very energetic and informative experience and opened up a lot of interesting opportunities and potential areas for improving our own quality and service excellence programs. In short, great job and kudos to both Dan and Marcus for such an informative course!
Enlightening and educational delivered by an expert
A professional course taught by a professional. Everyone in the course was involved. Daniel was well knowledged, and patient. He gave us plenty of examples and said we could reach out to him in the future for any doubts or questions we might have.
Great course that provides a comprehensive overview of the fundamentals of CX
Daniel is a terrific communicator that is very focused on making sure that everyone has the opportunity to get what they need. This is a great course for those that are both beginning their CX journey as well as those that want to reinforce and refresh their approach to CX. It is a very logical and structured course that I would not hesitate to recommend to anyone interested in this growing field.
Great course and deep dive into strategic CX management. Daniel Ord is an expert facilitator and was well supported by Marcus as they guided our dynamic group of participants through the competency framework. Highly recommend!
Putting the CXy in Customer Experience!
I’m new to the world of CX and now have a house for me to keep my acquired learnings! I felt like I had some basic Ikea furniture in my house before, but the course has given me the appetite and courage to go for more artisan pieces.
Who knows? Maybe Wedgewood is in the horizon! Both Daniel and Marcus are such engaging presenters and so knowledgeable. Highly recommended!
“I have been to a great number of courses and have seen many very professional trainers delivering great content and can say with confidence that both content and the way you present really stand out.
You have managed to create a really immersive and very engaging energetic atmosphere during the course.
I really enjoyed the collaborative style of the workshop with constant two-way exchange.
Listening, thinking, discussing, raising and answering questions – all that made the course very interactive and made sure the material really sank in.
Another important aspect for me was that you generously shared with us a great amount of real-life examples from your own consulting practice. It made the material vivid and live. Again, it makes a huge difference.
Running a two-day workshop may be exhausting I know it from my own experience, but you really made it feel easy for us thanks to your constant positive energy and a good working rhythm that you kept through the whole length of the class.”
– Maksim Lukascuk, Sales Engineer Manager, Avaya
“The best three days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience” Mike Whittaker, Manager Customer Service, City of Casey
“I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter!” Katrina Hassett, Student Services Manager, Gordan TAFE
The CX competencies training was a real eye-opener for me! As the head of the call centre channel, my focus has traditionally been on my team but this course has enabled me to see the bigger picture and provided me with the skills and framework to apply CX strategies and thinking across our entire business. Maureen Wanu, Head of Customer Contact Centre, Bank South Pacific Limited
It is one of the best courses I have done in my career. It was all so relevant and logical. My challenge now will be ‘where to start’! It was great meeting everyone and hearing their stories too. Christine Stuart, Capability Manager, Contact Centre Branch, Water Corporation
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 Hagioglou, Senior 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
Private and Public Training Course Options
Many of Daniel’s course are conducted publicly enabling you to send as many 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 delivery, the ability to customise content to align specifically to your business and for larger groups it can also be more cost-effective.