Malcolm Thompson

Experience

• 

  Alcatel-Lucent

  May 1996 - Oct 2001

  Strategic Marketing Manager

  Supported development of corporate and marketing strategy for Alcatel in Australia & New Zealand Market. Also established Genesys Systems Integration Practice

• 

  Teradata

  Nov 2001 - Nov 2006

  Principal Consultant
• 

  Genesys

  Nov 2006 - Jan 2017

  Defining and developing our strategies for penetrating existing and adjacent markets with new solution offerings. Responsible for Genesys iWD (intelligent Workload Distribution) Practice across Asia Pacific to drive greater effectivness in the management and distribution of work in the back and front office of service organsiations.

  • Senior Director, APAC Strategic Solutions

    Jan 2015 - Jan 2017

  • Director, Strategic Solutions

    Mar 2012 - Jan 2015

  • Director, iWD Practice Lead, APAC

    Sept 2011 - Mar 2012

  • Director, APAC Business Consulting

    Nov 2006 - Sept 2011
• 

  Adaptivity Consulting

  Jan 2017 - now

  Director

  Adaptivity Consulting helps your organisation to optimise your customers' service journeys and deliver consistently great experiences. In an increasingly digital and competitive world, the imperative to adapt your people and processes to a rapidly changing world has never been greater. Leveraging data analytics, it's possible to understand each step in the customer's journey and design highly personalised and adaptive journeys.With over 17 years of experience in customer service design and data analytics, Malcolm established Adaptivity Consulting to bring together customer journey design and data analytics with a pragmatic approach, to ensure our clients have an effective and flexible approach bringing short term results aligned to a longer term strategic goals for customer service. Show less

• 

  Ensighted

  Apr 2017 - now

  Director

  A fast-growing consultancy specialising in enriching and optimising Contact Centre and Digital operations, with 3 core focuses:• Go To Market Advisory• Program Mobilisation & Delivery• Value RealisationWe simplify your tech journey: from acquisition to adoption to Business value realisation, through our expert guidance and operations support.Leveraging your customer data and our extensive years of experiences, we make data led decisions on identifying improvements for your Business and predicting customer needs.“Enriching people through the power of insight.” Show less