A thought leading practitioner in the area of customer experience, customer service and customer relationships. Laser focus on helping businesses to understand the importance of balance; among people, process, platforms and play. It is not about the delivery; cloud, on-premise, nor the source; open, closed, it is about solving the problem and getting jobs done.
I take a modern, unique but practical view of customer satisfaction, journey’s, strategy, process improvement and technology optimization achieved by creating tight and carefully considered alignment between business strategy, goals and objectives.
I have held successful leadership positions, designing and delivering mission critical business applications to Fortune 500 companies. A unique and focused perspective on both current technological practices as well as emerging technologies; including Cloud Computing, Social Media, Collaboration, Customer Relationship Management , Customer Service and the combination of Social Media with CRM, called Social CRM.