Pax8 hires Mel Thompson as VP of experience APAC

Aims to “create a culture of continuous improvement”.

Pax8 has appointed Mel Thompson as its new VP of experience APAC where she will be responsible for leading and enhancing the partner and vendor experience across the region.

Speaking to CRN Australia, Thompson said the first step in her new role is to simplify how partners engage with Pax8.

“Making it easier for them to access the support and services they need to grow, and of course, improve profitability and deliverables for their customers,” she said.

“The key to this will be building and scaling the capabilities across our customer success, professional services, vendor management and AI, ensuring we are not only supporting partners today but also preparing them for the future.”

Thompson noted that she wants to make sure their partners are equipped to “successfully adopt emerging technologies”.

“Things are moving so fast, so as we assist them move towards becoming managed intelligence provider (MIP) we want them to stay competitive and create more value for their customers,” she said.

Prior to this role, Thompson has had extensive experience at Optus, Vodafone and NBN.

She said working in telco has taught her how to lead large-scale transformation and technology programs in highly complex environments, with extensive experience improving customer and stakeholder experiences.

“My background in scaling operations, governance and service delivery, along with a proven track record of leading high-performing teams through change, ties perfectly with the growth we’re seeing at Pax8,” she said.

“I’ll be looking to use this experience to simplify complexity and building strong partnerships that deliver value through collaboration.”

View on AI

Looking at the current market, Thompson said AI, in particular, represents one of the biggest technology shifts in the decades.

“But with this comes the need for trusted advisors who can help them navigate this change and simplify the complexity they face,” she said.

“Our partners are turning to emerging technologies to drive practical business outcomes. Pax8 stands apart through the expertise, experience and enablement we provide, including programs such as academy and peer groups.

“What we’re seeing is that businesses that combine technology capability with strong customer outcomes will be best positioned for growth.”

Thompson noted that the rapid pace of technology and AI adoption is a challenge for many of their partners.

“While looking to innovate they also need to increase their focus on cybersecurity threats and compliance requirements,” she said.

Another challenge Thompson highlighted is that businesses are facing skills shortages across technology and AI disciplines, while also under increasing pressure to improve productivity and profitability.

“At the same time, customers are expecting greater value, faster outcomes and more innovation from their technology partners,” she said.

“Another major challenge is determining how to effectively commercialise AI and emerging technologies in a way that creates real business value, rather than just adopting technology for technology’s sake.”

Message to partners

Thompson wants her partners to know that their success is “genuinely” at the centre of everything Pax8 does.

“Pax8 is more than a marketplace, we are a growth partner. We are here to help partners increase revenue, improve profitability, build capability and confidently navigate the pace of technology change,” she said.

“Most importantly, I want partners to know that we are listening. We want to deeply understand their challenges, their opportunities and their ambitions, so we can continue building solutions and experiences that truly make a difference.

She ended, “Our focus is on creating long-term, mutually beneficial partnerships, where our partners grow, their customers succeed, and we achieve great outcomes together.”