I love all things digital and believe it to be the great CX equalizer or pain point amplifier. I’ve led customer centric transformation at Symantec, Yahoo! and Sage. Prior to that I managed global support and service functions for Oracle, Openwave, and Verisign. As well as leading the digital function for TribeCX I’m a Tribal Elder and the founder and President of Vector Business Navigation, Inc. VectorBN is a customer success transformation consulting provider, based in California, USA. As a thought leader in the CX and service innovation space, I’ve published articles and am a regular keynote speaker across the CX and customer service industries.
My role at TribeCX is leading our customers digital experience. I believe our job is straight forward: make every customer touchpoint matter.
I am president of the board of directors for the Consortium for Service Innovation. And a member of the Forrester Chief Customer Executive Council, Chief Customer Officer Council and the Customer Experience Professional Association.
In real life I am a blessed father of five, and love the life we've built in California with the love of my life Jennifer.
- Managed 9 VPs and 750 employees, creating a new customer experience strategy across North America. This increased customer Net Promoter Survey (NPS) scores 2% over 3 years despite raising prices 9% annually. This was achieved the launch of an online peer-to-peer support community (SageCity) that grew to 500K users in 3 years, increasing renewal rate by 9% annually.
- Rolled out a new global brand campaign, including a nationwide executive RV tour visiting over 200 customers/businesses across 15 legs, logging more than 8,500 miles.
- Built an online help experience for yahoo products that served 650M+ in 28 languages. This increased self-help from 22M to 27M per month, reducing the caseload by 37% and enabling a social media support capability.