For more than 35 years my career has focused on the customer experience. As a leader of enterprise contact centers - and as a consultant for more than 20 years - I've had the opportunity to help companies create service roadmaps, develop transformation strategies, implement CRM applications, and engage more effectively via traditional and new digital/social channels. As a member of the National Speakers Association, I've had the opportunity to speak internationally on leadership and the importance of developing a customer-obsessed business culture. I believe that technology is an enabler - but people are the key to success. I have a passion for all things Service-related! My personal hashtag is "ILoveThisStuff!"