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Expert has consistently expanded his expertise in design and development of customer-facing strategies and operational change across multiple industries, most recently electric utilities. His work not only identifies changes needed that matter to customers but leads the development of a business case for change and an executable plan. This work spans how customers interact with a company to sign up for service, new programs or transact other business across telephony, the web, social media, text, mobile app and billing statement
channels.

Worked with a major Southern electric utility in the design of dramatically enhanced customer experiences, across all channels, including web, social media, text, mobile app, telephony and billing statement. Project began with capturing deep insight into what matters to residential and commercial customers. The initiative delivered changes to the messages, products, employee experiences, management practices and actual delivery of customer experiences. Led a multi-year effort with a Southeastern electric & gas utility in a re-design and consolidation of their call centers; including process design, organizational improvements and a refreshing of the major technology systems. This activity-based costing engagement for identified improvement and change opportunities that reduced operating expenses by 50%.Worked with a large, mall retailer in gaining an understanding of their customers’ experience from marketing through in-store purchases, including product usage and service. This effort helped the client gain insight into the customer’s view of their product and how it impacts their lives in order for the retailer to design an organization, processes and measurements that exceed customer’s expectations. Additionally, the efforts captured the employee experience throughout the same business operations to better understand what was being delivered.Worked with a major regional bank to assess and understand various customer segments buying and servicing requirements. Assisted in the deployment of various product changes, service strategies and infrastructure developments to achieve objectives. Led a multi-year effort to assist a major appliance manufacturer consolidate multiple operating call centers into a single center. Efforts included re-design of management operating systems, organizational and staffing models, process/call handling activities and a re-architecture and custom development of a new technology platform including desktop, IVR, CTI, database integration, and knowledge management. Project resulted in 50%+ productivity improvements.