Bill Price Email and Phone Number
President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink. at
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Driva Solutions
Bill Price's Location
Bellevue, Washington, United States, United States
Bill Price's Contact Details
Bill Price work email
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Bill Price personal email
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About Bill Price
Co-author of four books on increasing CX while controlling costs: (1) The Best Service is No Service (2008); (2) Your Customer Rules! (2015); (3) The Frictionless Organization (2022); and (4) Zero Complaints (2025). We now have a family of GenAI products, DrivaAI, led by AIG = Automated Intent Generator. www.drivasolutions.com describes our three practice areas = Contact Optimization to get more value from few(er) agent-handled contacts; (2) Performance Optimization to find & grow "best agents" and "best teams"; and (3) Sourcing Optimization to solve for "where in the world should we go (next)?" for customer support + "how on earth do we make it work for our customers?".
Bill Price's Current Company Details
Driva Solutions
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President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink.
Bill Price Work Experience Details
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PresidentDriva Solutions Sep 2001 - PresentBellevue, Washington, UsRaising the bar for customer service and customer experience excellence by helping clients (more than 150 US-based and global companies) to manage the delicate balance between increasing customer loyalty while containing costs. With a crew of experienced independent consultants across the US, all of whom "have been there", we apply three inter-related disciplines (Contact Optimization, Performance Optimization, and Sourcing Optimization).
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Founder, ChairGlobal Operations Council Mar 2002 - PresentThe Global Operations Council (GOC) is composed of 42 leading US-based companies that "share best practices and worst experiences" for global sourcing of customer support and back office operations, improvements in operations and performance, and a lot more. We meet twice a year in meetings -- our 32nd meeting, GOC XXXII, was hosted by SunTrust in Atlanta mid-April 2018 and GOC XXXIII will be held this Fall.
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Advisor & AuthorCustomerthink Jun 2004 - PresentI'm one of 15 advisors and frequent authors for this growing community, having scribed more than 40 columns over the years. From the site: "CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Each month, the site serves 150,000 visitors from over 200 countries around the world.Major topics include Customer Experience, Customer Engagement, Leadership, and Technology. This is the place to learn about every facet of customer-centric business management in articles, blogs, interviews, and news."
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Associate EditorJournal Of Creating Value Aug 2023 - PresentThe Journal of Creating Value is a refereed, professional journal focused on creating value synergistically for a broad set of societal stakeholders, including: customers, employees, suppliers, communities, governments, media, civil society organizations, etc. using, for example multi-capital and other perspectives. The audience for the journal includes academia, researchers, professionals, community and government agencies, business and industry.The peer-reviewed journal welcomes submissions that cover either or both the science and the art of Customer Value Creation. The science encompasses issues of logic, and associated rational factors, data and cases. The art covers emotional and social factors, including the psychological and human factors necessary to harness and align the passion of everyone in an enterprise.The Journal of Creating Value exists to provide a focus for information and debate about this new dynamic, which includes the imperative to shift from ‘Command and Control’ to ‘Connect and Inspire’ customer-led management practices.
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Advisor, Customer Experience AnalyticsAntuit Oct 2013 - Nov 2018Dallas, Texas, UsAntuit's founder asked me to come onboard as an Advisor shortly after starting the company, and then I spent 4 years working 50% of my time building Antuit's Customer Experience (CX) practice, ending on July 1, 2018. Antuit delivers three solutions: Data Engineering & Insights, Marketing & Pricing Analytics, and Forecasting & Supply Chain Analytics. -
Partner & Svp, Head Of Customer Experience AnalyticsAntuit Jul 2014 - Jul 2018Dallas, Texas, UsHeading Antuit's global program for Customer Experience (CX) analytics including implementing core parts of my two books (The Best Service is No Service and Your Customer Rules!), such as customer Contact Optimization, Best Agent Profiling, and Predicting NPS/CES. Leveraging Antuit's "Big Data" modeling and managed services for Fortune 200 companies. Introducing my LI and other contacts to Antuit's other robust data science-based programs in Demand & Supply (e.g. Pricing Optimization), Data Engineering, Reporting & Visualization, and Sales & Marketing.
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Adjunct Professor Of Marketing And CustomersUniversity Of Washington, Michael G. Foster School Of Business Mar 2014 - Nov 2017Overhauled and still teach 1st year T-MBA (Technology MBA program) course in Marketing Management, with an emphasis on high tech companies and on customer experience leveraging my 2nd book "Your Customer Rules! Delivering the Me2B Experiences That Today's Customers Demand". Overhauled and in Fall 2014 co-taught 2nd year L-MBA (Leadership MBA program) course in Global Business.
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Advisory Board Member & AdvisorSoccer Without Borders Sep 2010 - Jul 2017Boston, Massachusetts, UsSoccer Without Borders (SWB) is a 501c3 non-profit that runs community-led, year-round, youth development programs in under-served areas in the USA and abroad. SWB provides programming to youth who are traditionally excluded from sports-based and extracurricular activities. Its programs provide participants with an avenue for positive engagement, a platform for personal growth, and a toolkit for a brighter future -
Global Vp Customer ServiceAmazon.Com Mar 1999 - Sep 2001Seattle, Wa, UsDirected in-house and new outsourced partner customer service operations for original Amazon.com site plus new sites in Canada, France, Germany, Japan, and the UK. Selected Amazon's first two outsourcing partners and set in motion clear BPO management processes. Implemented "Best Service is No Service" programs and practices to reduce contacts per order (CPO) by 70% over 3 years; worked with WebDev and other internal partners to improve self-service options with very high FCR; built robust VOC programs including WOCAS (What Our Customers Are Saying) and "bcc". -
Vp & General Manager, Mci Call Center ServicesMci Telecommunications 1991 - 1999Basking Ridge, Nj, UsBuilt 3-part MCI Call Center Services (CCS) on top of EVS (Enhanced Voice Services) 2,000+ network routing apps; CCS included Outsourcing (12 clients, >2,000 agents), Automation (n/w-based IVR, >14,000 ports), and Consulting (site locations through productivity improvement). Over $700 million annual revenues. -
Svp & CfoAutomated Call Processing Corp (Acp) Dec 1986 - Jul 1991"Strategic CFO" of bleeding-edge IVR service bureau. Major clients included Marriott Hotels, United Airlines, Visa, and MCI (which acquired 1/3 of ACP in July 1991.
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Senior Engagement ManagerMckinsey & Co Sf/Sk Sep 1979 - Dec 1986Managed global client engagements from SF 1979-84, then helped to build brand new McKinsey office in Stockholm as SEM 1984-86. High tech, CPG, and government clients, mostly strategic growth-oriented.
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LieutenantUs Navy Jul 1972 - Jul 1977Washington, Dc, UsSurface Warfare Officer on USS Farragut (original designation DLG-6): Communications Officer, then Anti-Submarine Warfare (ASW) Officer. Assistant Professor of Naval Science, UC Berkeley: Overhauled and taught course in US military history (offered as elective for History majors, too), Sophomore class advisor.
Bill Price Skills
Strategy
Business Strategy
Call Center
Change Management
Customer Experience
Customer Service
Outsourcing
Strategic Planning
Process Improvement
Program Management
Call Centers
Leadership
Start Ups
Management
Strategic Partnerships
Marketing
Management Consulting
Crm
Business Development
Consulting
Saas
Professional Services
Social Media
Product Management
Coaching
Team Building
Customer Relations
Strategy Development
Entrepreneurship
Team Leadership
Vendor Management
Executive Management
Marketing Strategy
Cloud Computing
Customer Relationship Management
Bill Price Education Details
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Stanford University Graduate School Of BusinessFinance And Organizational Change -
Dartmouth CollegeEconomic Geography
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Towson High School
Frequently Asked Questions about Bill Price
What company does Bill Price work for?
Bill Price works for Driva Solutions
What is Bill Price's role at the current company?
Bill Price's current role is President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink..
What is Bill Price's email address?
Bill Price's email address is bi****@****uit.com
What schools did Bill Price attend?
Bill Price attended Stanford University Graduate School Of Business, Dartmouth College, Towson High School.
What skills is Bill Price known for?
Bill Price has skills like Strategy, Business Strategy, Call Center, Change Management, Customer Experience, Customer Service, Outsourcing, Strategic Planning, Process Improvement, Program Management, Call Centers, Leadership.
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