Douglas is a seasoned Customer Experience specialist with a passion for transforming businesses through data-driven personalization and exceptional customer engagement. Over his 25-year career, Douglas has helped hundreds of organizations across APAC (including federal agencies, charities, utilities, telcos, and 'big 4' banks) leverage data and analytics to measurably improve customer satisfaction, loyalty, and revenue growth. Douglas is a sought-after speaker and thought leader in the Customer Experience domain, having delivered presentations and workshops at leading industry events.  Thinking about, talking about and designing great customer experiences is what gets Douglas up in the morning and excites him throughout the day.