Meet the Team: Dan Lock, Head of Customer Success & Support

Name: Dan Lock
Position: Head of Customer Success & Support

I have always had a passion for helping customers achieve their version of success, no matter the industry they are in. Early in my career, I recognised that true value comes from understanding customer needs at a deep level and delivering tailored solutions. Over the years, I’ve had the privilege of working across industries as diverse as Health, Banking, IT Services, and even Meteorology. Each of these sectors has unique challenges, but the common thread is the need for technology and insight to improve processes and outcomes. As I transitioned into leadership roles, I found that combining customer-centric strategies with cutting-edge tech can drive incredible results. Joining daisee was the perfect next step, with our focus on helping organisations across different industries harness the power of AI and speech analytics to uncover insights and drive success.

What stands out at daisee is the energy and commitment across the team to push the boundaries of what's possible with AI-driven insights. There’s a real collaborative spirit here, where innovation isn’t just an idea but an everyday practice. I also love how closely we work with our customers to tailor solutions to their specific needs. It's incredibly rewarding to see the immediate impact of our work, helping companies improve their customer experience and operational efficiency.

Empathy, communication, and strategic thinking are key in Customer Success. I find it’s important to really listen to our customers, understand their strategic intent or pain points and then use both data and creative problem-solving to help them achieve their goals. I have held previous roles in Customer Support, Process Improvement and Business Development which have equipped me to not only understand customer needs but also anticipate challenges before they arise. I’ve also worked in call centres and managed a call centre for an interim period too.

Maintaining strong relationships is at the core of successful customer retentions for me. It is important to ensure that our customers feel heard and understood at every touchpoint. I also take pride in ensuring that our customers understand how daisee works and how they can make the most out of daisee’s valuable insights. Personalising our solutions to meet the specific needs of each customer, combined with regular check-ins and performance reviews, has helped build long-term partnerships.

AI and speech analytics are transforming how businesses operate, offering unprecedented insight into customer interactions. What excites me most is the ability to analyse conversations at scale and uncover patterns that are otherwise impossible to detect. It’s a rapidly evolving field, and the potential to drive efficiency, improve customer service, and deliver tailored experiences is immense. The challenge of harnessing this potential and turning data into actionable insights is what keeps me engaged and motivated.

I love running and have completed many Half Marathons and even a full 42km Marathon. I thoroughly enjoy volunteering at North Sydney parkrun. I’m a part of the Run Director team that delivers the weekly running event. My daughter and I coordinate all the volunteers to make each weekly event possible. I also play badminton for a Team in Dulwich Hill and we recently won the Sydney Verterans Championship. Even though I’ve been an Aussie for nearly 20 years (from England originally), I’m an avid football (soccer) fan and ridiculously believe football is coming home any time England play. Otherwise, I love being outdoors, being with my beautiful family and trying anything new and exciting.