Bio

The world of customer service is evolving at a rapid pace; customer requirements have become more complex and in response, new tools and technologies are now available to organizations, of all sizes, to improve the customer experience. I help customer service organizations develop their vision of the future and then work with them to navigate the vast array of options to identify, select, and implement the most appropriate solution. In many cases the solution is technology related, while in other cases the solution may include process changes, implementation of new human capital programs, or the establishment of new metrics. I work with organizations to: - Develop a vision of how they want to service customers in the future including the identification of the capabilities required to achieve their service goals. - Perform a gap analysis and create a roadmap to outline the journey for the organization to achieve its vision. - Develop the business requirements and reach out to providers to determine who offers the most effective solution. - Implement the chosen solution, assuring that all employees are effectively trained and that key metrics are developed to measure the effectiveness of the chosen solution. A partial list of specialties include: Operational reviews, technology selection, RFP management, KPI assessment, strategic roadmap development, business process redesign, center of excellence design, outsourcer strategy/selection, customer experience program development. I also have published numerous articles and speak on a variety of key customer service topics. Please take a look at the remainder of my profile for specific experience and accomplishments.