I help organisations throughout the Asia Pacific region improve their Customer Experience related operations through training, consulting and operational certification. Specialties: - Retail Network optimisation - Contact Centre optimisation - Digital Channel management and implementation - Back Office / BPO management - Improve customer satisfaction - Reduce operating costs - Increase sales - Make better choices about outsourcing (domestic & international) - Develop and manage RFP process, assess and choose vendors - Develop better internal quality monitoring processes that drive business goals - Bring six sigma to life - Develop your leadership team - Management Consultancy - Organisational Capability - NPS (Net Promoter Score) Management - Offshoring expertise - Customer Experience Management

Chief Executive Officer @ We are the premier Customer Experience Consultancy business in Asia. I am responsible for the strategy, performance and profitability of the APAC Region, including management of the consulting, sales and administrative staff in Australia, Philippines, Singapore, Indonesia, India and China. I also get involved in projects such as training, consulting, and certification. Our clients are located throughout the APAC region (in South Korea, China, Hong Kong, Taiwan, Philippines, Malaysia, India, Sri Lanka, Singapore, Indonesia, Thailand, Australia and New Zealand) and range from some of the largest telcos, airlines, insurance companies, banks and utilities to small boutique outsourcers and government departments. We are primarily focused on operations that impact the customer experience (such as contact centres, digital channels, back office operations and retail networks), and we make sure that we improve aspects such as service level, attrition, customer satisfaction, recruitment, quality, cost per transaction, absenteeism, etc. whilst delivering a very high return on investment. From September 2009 to Present (6 years 4 months) Sydney, AustraliaDirector @ Customer Operations Performance Center Inc. (COPC Inc.) was founded in 1995 to focus on improving contact center operations, monitoring best practices in contact centers, and training contact centers and vendors for contact center certification. With extensive experience in Strategy Consulting, Contact Center Standards, Customer Satisfaction, Six Sigma and Contact Center Operations, COPC Inc. brings Contact Center Excellence to Customer Service Providers and Vendor Management Organizations worldwide. From March 2006 to October 2009 (3 years 8 months) National Contact Centre Manager @ Managed six separate contact centres in three cities (Sydney, Melbourne and Brisbane) dealing with telco, banking, insurance and superannuation clients as well as managing two Document Management Centres (mailroom/scanning etc) in Sydney and Melbourne. From February 2004 to March 2006 (2 years 2 months) Manager - Consulting Services @ From January 2003 to February 2004 (1 year 2 months) Call Centre Manager @ From September 2000 to January 2003 (2 years 5 months) Customer Manager - Service Improvement @ From 1995 to 2000 (5 years)

MBA @ Heriot-Watt University From 2009 to 2015 BA, Legal Studies and Languages @ Edinburgh Napier University From 1990 to 1994 Ian Aitchison is skilled in: Relationship Management, Governance, Customer Satisfaction, Training Delivery, Enterprise Software, Analytics, Cross-functional Team Leadership, IT Operations, Contact Centers, PMO, Resource Management, Leadership Development, Call Center, BPO, Vendor Management