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Author: Rod Lester

Rod Lester is the managing director for Australia and New Zealand (ANZ) for NICE. He is responsible for overseeing operations in the ANZ region, including driving local strategy and growth. With more than 25 years of sales and management experience, primarily in the ICT industry, Rod brings a wealth of knowledge to NICE. Before joining NICE, Rod was the ANZ sales director at Forcepoint, where he developed and executed regional business plans, and managed channel partner and end-customer relationships. Prior to that, he worked as senior manager at Fortinet for two years developing and executing regional business plans across Australia.

How to empower contact centre agents to drive performance

By Rod Lester   Posted in Contact Centre & Channels
Posted on April 15, 2025May 6, 2025

Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at …

Leading the government evolution around citizen experience

By Rod Lester   Posted in Contact Centre & Channels Customer Experience
Posted on December 14, 2023January 30, 2024

Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences to meet the growing expectations of the people they serve. This evolution is not just …

Overcoming the digital experience dilemma

By Rod Lester   Posted in Contact Centre & Channels Digital Transformation & Technology
Posted on November 15, 2022January 24, 2023

The demand for self-service is understandable. Self-service delivers a range of benefits to businesses and customers alike, including reduced costs and higher customer satisfaction. However, while self-service solutions can deliver …

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CX Focus Magazine

CX Focus is for executives who need to understand digital disruption and how it’s reshaping the type of relationships brands have with their customers. By providing the latest news, special reports, case studies, blogs, videos, and a host of other content CX Focus is a forum to explore the key issues around customer experience and digital disruption.

Latest Posts

  • How to tackle contact centre team turnover with AI adoption June 11, 2025
  • Forsta and InMoment merger: A new powerhouse in the VoC marketplace June 5, 2025
  • Inside KFC’s global journey to actionable experience management insights June 3, 2025
  • Qualtrics unveils experience agents: Autonomous digital workers, powered by agentic AI May 29, 2025
  • How to transform your company’s contact centre into a blue chip asset May 26, 2025
  • The subscription economy is booming, but so are customer expectations May 22, 2025
  • The silent revolution: Why indirect feedback is a new goldmine May 20, 2025
  • Leveraging AI for customer support triage – Interview with Tom Powers from Catapult May 16, 2025
  • Is digital bullying silently sabotaging your employee experience? May 13, 2025
  • Will RCS outpace SMS as Australia’s top communication tool? May 8, 2025
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