About
About OPCX Solutions
Sam Davison
Founder, OPCX Solutions
My ethos
Great support happens when people, processes and technology work together.
My focus is on building support operations that feel effortless for customers and for the teams who serve them.
Most support problems are not caused by tools or headcount. They come from building on weak foundations and trying to fix everything at once.
I use a simple support maturity model to understand where a team is today, which parts of the operation are holding it back, and what needs attention first.
The goal is to build layer by layer to deliver a structured, scalable support operation.
Background
25 years in customer support
I've spent 25 years in customer support. I started on the front line as a service and support technician, moved into local service and operations management, and eventually led global support operations for a multinational organisation.
That journey means I understand support from every angle. I've been the person fixing the issue, the manager keeping the wheels turning, and the leader responsible for the systems, processes and strategy behind a global support function.
Expertise
Support Operations expertise
In my most recent role I owned the full support operations stack. That included the administration of a full omni-channel contact centre solution for a multi‑brand support team, designing workflows and routing, improving SLAs, building automations and integrating support with ERP and CRM systems.
I worked closely with web development teams to deliver seamless self‑service and led the technical support team responsible for escalations and knowledge management. This is where I delivered real improvements, including a 20% reduction in inbound tickets through better knowledge and self‑service, and a significant drop in L1 contacts through automation and chatbots.
I know how to make support systems work together, how to streamline processes and how to create customer journeys that actually feel good.
The Why
Why I started OPCX Solutions
Support is a huge part of the customer experience, yet it's often overlooked. Companies now compete on experience, and support is where that experience is tested every day.
I started OPCX Solutions to bring my Support Ops expertise to the teams who need it most. Not every organisation has a dedicated Support Operations leader, but every organisation benefits from Support Ops thinking.
My goal is simple:
Help build structured, scalable AI-ready support and service teams.
Better Support. Faster Answers.
Happier Customers.
Start delighting your customers by delivering effortless Support
Let's Talk Support