Versatile leader with comprehensive experience leading multi-site operations and businesses from startup to Fortune® 100 companies. ICMI Top 25 Global Thought Leader. History of improving productivity, sales, client/customer loyalty, experience and ratings while increasing employee engagement and retention as well as record profitability. Proven innovative – data driven – problem solver, adept at introducing new technologies and thought leadership, IT oversight, organizational effectiveness and implementing training programs to ensure cultural alignment and execution. Managed expense budgets over $200 million, revenue budgets over $500 million and led staff of 3,200 nationwide. Core focus areas have been on results, process [making it easier for customers to do business with an organization as well as make life better for employees], customer satisfaction, using technology to enhance CX and developing future leaders and staff to further their career and understand the “big picture”. Known for delivering exceptional results in all areas.
Relentless focus on Customer Experience [CX/CustServ], Leadership and Technology to enhance customer satisfaction and profitability. From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, training, process, data and operations – the big picture, strategic view is critical and often lacking. Customer Journey, inflection points and friction hot spots can derail any company.
The fundamentals have to be executed, supported and consistent to then build/grow/innovate to create that holistic experience that drives loyalty and word of mouth. Too many either miss the basics or try to go for the wow factor and end up creating a fractured environment. They can all be done, but must be comprehensive – enabling mastery at every step.
Move fast and break [fewer] things!
Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Austin, TX
Speaking Topics: Customer Experience, Digital Transformation, Innovation
