Global Customer Support Nov 2025

Introduction

Chris Tocher Chief Customer Services Officer

We’re excited to welcome and introduce Chris Tocher - our new Chief Customer Services Officer.

To help you get to know Chris better, we asked him some questions below:

Can you share a bit about your professional journey and what brought you to this role?

I have spend the last 20yrs in various operational and commercial leadership roles for global businesses, most recently Cisco where I led the customer service organisation for the Contact Centre, AI Agent and Digital Channel SaaS portfolio.

I value spending time with customers and the front line teams who support clients, listening to the business challenges that we have the potential to help with, and prioritising how we can add value for our customers in everything we do.

What attracted you to join Klipboard?

Klipboard is at a really exciting point in its growth and expansion. The feature rich and complimentary breadth of products and hosting solutions, combined with the focus on industry vertical expertise alignment, is evidenced in the impressive tenure of so many Klipboard clients who trust us with their mission critical systems across the globe. Joining a business as it continues to surface ways to add greater value add complimentary solutions for its existing customers is very exciting.

How do you define excellent customer service?

I feel the best customer service experience is the one you never knew you had… and that required significant effort on preventative monitoring, maintenance and action. But its software being used at scale, and sometimes in complex systems there will be impacts that couldn’t be foreseen. In these situations I define excellent customer service as thinking from our customers perspective, having plans and skills to adapt to the unforeseen, and doing well the actions and communication that we have promised customers in those situations do as a minimum.

What steps will you take to ensure we stay aligned with our customer needs?

As I stated already I value the customer perspective, so listening and understanding at every opportunity is key. Whether at a discussion at a conference, regular business review, or adhoc call, or reading satisfaction survey feedback from users of our services, the voice of the customer is there to be heard, and fed into our decisions as a Customer Service team, and as a business overall.

What trends in customer service do you think will shape the next few years?

The tooling which has emerged in the last couple of years to improve how our engineers and consultants can access information and execute fulfilment actions is a significant shift. Whether an standalone AI capability, integrated AI insights and recommendations, fulfilment integrations or vastly more powerful self service access - we find ourselves at a game changing moment in how technology can be used to run a business, anticipate customer and business needs, and service customers in a more relevant and efficient manner. This has moved rapidly from ideas to real world availability faster than we have seen ever happen before. This is both exciting, and a challenge for every leader to make choices to ensure their business doesn’t fall behind.

Outside of work, what do you like to do?

I am very fortunate to work with an amazing youth organisation in the UK, the Royal Air Force Air Cadets which is aimed at 12-20yr olds with an interest in aviation. Over the last 25yrs, I have volunteered with them in a range of hands-on instructor and also regional leadership roles helping both cadets and volunteer staff develop skills and provide life changing experiences.

Right now, my passion is rock climbing, doing it and teaching it. I love the connection to nature climbing provides, and the clarity of headspace it demands when you are working to solve a problem using everything you have.

Any final thoughts or message for our customers?

Whether you are interested in the most up to date security protections, optimisation and resilience in hosting solutions, or taking advantage of the latest rich features the Klipboard products have to offer, speak to your Account Manager or Customer Success Manager; they can help you know the benefits to you and how we can support you to get current and stay current.