Hello and thanks for visiting my blog. Here is a bit more background on who I am and why I feel customer care is the foundation of any well managed enterprise.
Over the last two decades, my client portfolio has consisted of enterprise organizations in the financial services, healthcare and insurance verticals. Each has a unique approach to customer care where some focus on economy and others on the customer experience.
In either case the ability to match customers with the most appropriate resource is key. In this changing world we must take notice of the trends in mobilization, social media and cloud but we must also consider how to leverage best practices learned over many years that still offer value in tuning customer interactions.
I hope to be able to introduce you to some groundbreaking thoughts, ideas and technologies through my blog. I straddle an interesting chasm between the best of what the legacy systems have always offered and the potential value of emerging technology and services that may help take service where we never imagined.
I have spent the last 20 years helping organizations transform how they interact with customers. With expertise in contact centers, my focus is on matching these companies with the best technology and resources available in order to deliver the best customer experience.
Building successful customer service interactions begins with assembling great teams. My role has been to find groups of experts that are best suited to meet specific needs. From this point, we collaborate to find the products and services that achieve the optimal customer service results. My first priority has always been to assess and then address the needs of an enterprise and not to push a product.
I am also a cancer survivor with almost 12 years in remission. Once diagnosed, I was amazed at the outpouring of support. I was also humbled by the cancer stories of those all around me who were brave enough to open up to me. I hope you’ll share your cancer story (or the story of someone close to you) with me. Together we can make a difference.