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.

Leading the government evolution around citizen experience

By Rod Lester   Posted in Contact Centre Customer Experience
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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 a matter of preference; it’s a strategic imperative. When people call government organisations, they’ve learned to expect long waits, a lack of information, and confusing …

Overcoming the digital experience dilemma

By Rod Lester   Posted in Contact Centre Digital
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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 major benefits, live voice and chat interactions should not be left behind. They are still an important part of customer service, needing support and investment …