Daniel Ord

Daniel Ord has inspired people around the world to deliver better customer experiences for more than 25 years. As the Founder of OmniTouch International, he has trained and coached tens of thousands of professionals across more than 75 countries, empowering organisations to elevate their Contact Center management, Frontline Service, and Customer Experience performance.
After a successful corporate career in Finance and Customer Operations in the U.S. and Asia, Daniel discovered his passion for teaching and founded OmniTouch in 2001. Known for his clarity, energy, and practical approach, he combines global training expertise with extensive Mystery Shopper research, bringing real-world insights and memorable stories into every session.
Beyond training, Daniel co-founded the DACH Customer Excellence Awards, serves as Guest Faculty at the Singapore Civil Service College and Universiti Utara Malaysia, and is recognised as both an ICMI Certified Associate and CXPA Training Provider.
Having lived and worked in Los Angeles, Singapore, and now Germany, Daniel continues to shape the global CX community — helping people and organisations deliver experiences that truly make a difference.

Devotion in the Era of AI

As AI raises standards and removes routine interactions, customer service professionals are left with the most complex and emotionally charged moments.
Difficult customer situations aren’t disappearing — they are becoming a defining part of modern service work.
The bar for service has been raised.
Drawing on a leadership framework that connects high standards with deep commitment to people’s success, Daniel focuses on one essential expression of devotion: preparing people for what this new era demands.
Through active audience participation, he shares a practical lens on difficult customer situations that has helped thousands of service professionals rethink customer behavior and how to respond to it.
Participants will leave asking: Have we truly prepared our people for the moments technology cannot solve?