About OPCX Solutions

I’m Sam Davison, founder of OPCX Solutions. I believe 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 fixing first.

The goal is to build cohesion and repeatability across the support operation, layer by layer, so improvements actually stick.

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.

In my most recent role I owned the full support operations stack. That included Zendesk administration for a multi‑brand, omnichannel setup, 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.