In January of 2020, before the challenges of COVID-19 took hold, GSN appointed Richard Fink as CEO.
His brief as incoming CEO was to kick-start a new chapter of organisational growth. The mandate from the GSN Board was to build on the strong reputation GSN held as a leader in cloud contact centre solutions, with a broader market offering of new customer engagement solutions.
Building team capability for product and partnership development, as well as core sales and marketing capability, would be critical to delivering growth.
“The challenge for us is to build on GSN’s strong reputation for local expertise and personalised service and provide Australian organisations with innovative SaaS-based solutions that deliver on a broad range of customer and people experience strategies,” Richard said.
Richard is no stranger to delivering new business growth, having done so on many occasions across his 20-year executive career with Telstra, Coles, Samsung and more recently RACV. His experience has seen him successfully lead many businesses through change often in the context of complex transformation with significant people, customer, and financial impacts.
Since his appointment at GSN, Richard has faced the added challenge of setting and leading the delivery of GSN’s new strategic agenda within the COVID-19 work-from-home restrictions. He has praised the resilience of the GSN team during what has no doubt been a difficult 6-month period full of significant change.
Reflecting on his time with GSN to date, Richard is excited: “It is a privilege to join a team of highly talented and passionate customer experience professionals to continue the GSN success story. Even with the impact of COVID-19, the GSN team did not miss a beat in continuing to support our customers with their own business plans and work-from-home requirements” he said.
Looking forward, Richard’s vision is clear: continue to invest in local talent and creative, innovative solutions. Richard has executed on his vision at speed, already building partnerships with local innovators Daisee and CentraCX. These partnerships provide GSN customers with award-winning quality management and voice-of-the-customer solutions that are complementary to the core cloud contact centre offering.
Further to this, GSN is on track to expand its self-service offering with new AI-powered chatbot solutions, building on current chatbot solutions. With rapid advances in natural language processing, machine learning and AI, and emerging capabilities to seamlessly blend human-and-artificial-intelligence to deliver exceptional customer experiences, Richard sees GSN playing a pivotal role in enabling Australian organisations to embrace these technologies and keep pace with the ever-changing needs of consumers.
“My ambition is for GSN to be “top of mind” when Australian businesses are looking for a partner to help to deliver innovative customer and employee experience solutions. Being local means our solutions are created from a deep understanding of our clients, he said”
“GSN is proudly Australian and I plan to continue to invest in local talent to build Australian expertise in support of local businesses. I also want to ensure GSN continues to be a great place to work,” he added. “We are a diverse team and I want to make sure everyone feels engaged, valued and happy to be part of the GSN team.”
Richard, who was born in South Africa, and moved to Australia at a young age, now lives in Melbourne, Victoria with his family.
GSN is an Australian-owned customer engagement solutions provider and a pioneer in Cloud and SaaS technologies since 2003. GSN delivers innovative customer engagement solutions with data and insights, service design, and development expertise to create value in every customer interaction. With an Australian-based development and service team, we are innovative, nimble, and quick to respond to the needs of our clients.