I love sharing stories and insights about the importance of giving great customer experiences! I believe at the heart of any great customer experience is an employee who has been enabled by great technology.
A little about myself, I’m the CEO of KMS CX Solutions, a customer experience consulting firm. I'm the former Vice President, Customer Experience for the United States Postal Service. I have operational, marketing, retail and contact center experience. I understand what it takes to manage a large team (one of teams was over 7K), implement technology (oversaw CRM conversion to 75K users at 30K location), and engage a team (improved performance in both Operations and Contact Centers). I have an Industrial Engineering degree from Cal Poly, Pomona and MBA from MIT.
In my last corporate position as the Vice President, Customer Experience, I traveled throughout the country talking to employees about the impact their work they had on the customer experience. I use funny stories, cite interesting reads, and draw on real-world insights to help others take an outside-looking-in view of their roles.
My key areas of focus are customer experience, technology change management and career development. My keynotes/talks can be tailored to 20 to 90 minutes. I have also created a workshop on developing an elevator pitch. If you need a keynote for a career conference, a talk about implementing new technology or a workshop, let’s have a conversation to see if I’m the right fit for your event.