Global CX Thought Leader

Relentless focus on Customer Experience, Leadership and Technology to enhance customer satisfaction and profitability.  From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, bots, training, process, data, WFM 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!