Andrew Carlton is the Director and Founder of Virtual CX.


He was formerly General Manager, Customer Experience for American Express Australia and New Zealand. Andrew has over 25 years of experience in the financial services sector including experience in the US, UK, Canada and Asia.


His corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of Contact Centres, operations and back office fulfilment teams. 


Andrew’s passion for keeping the customer at the centre for decision making has ensured whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery ensuring customer experience is a business success driver not a cost centre.


Andrew is a speaker at Customer Experience Conferences, Award judge and has long list of Customer Experience and Contact centre Awards.

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CSIA Focus magazine - Feb

Love your Customer