John Cockerill Email & Phone Number

The International Foundation for Customer Experience in Government is a non-profit organization headquartered in Canada. The Foundation is supported by an International Consortium that forms an assembly of customer experience thought leaders worldwide. The Foundation’s main mission is to build a community of thinkers, practitioners, and academics who collaborate to advance a public sector's customer experience body of knowledge and practice.The Foundation aims to define the conceptual framework for CX in the public sector and create and disseminate practical transformation tools that suit the public sector. It also creates networking opportunities for passionate public sector customer experience executives, practitioners, and researchers worldwide.

The Taylor Reach Group, Inc. (Taylor Reach) was established in 2003 and provides consulting and advisory services to Call Centers, Contact Centers and customer focused organizations related to their Customer Experience interactions (Contact Centers, Technical Support & help desks, revenue generation etc.). We are vendor agnostic and assist our clients to overcome their Customer Experience challenges; Alignment, Strategic Planning, Customer Experience, Customer Journey, Contact Center Design, Technology Acquisition, Outsourcing Assessments, Call Center Assessments, Quality & Customer Satisfaction, Employee Satisfaction, Culture, Engagement, Process Improvement, Cost reduction, Revenue Generation etc.Serving customers across all verticals, with centers of 6 agents to more than 10,000, Taylor Reach has completed numerous projects on three continents, won more than 30 awards for operational excellence and today there are more than 14,000 agent desktops globally that employ Taylor Reach designed Customer Experience Contact Center models.

Nassau, New Providence, Bs

Managing the sales and service contact center.

Cambridge, Ontario, Ca

Building and improving centres in Cambridge and Dominican Republic.

Executive management of a market research data gathering firm. Establishing a sales program, client retention, new pricing model, new offerings for 3rd party quality assurance. February 2007 – November 2009 (2 years 10 months) Telepoll provides market research, data gathering, Customer satisfaction surveys, Mystery shopping calls and outsourced Quality Monitoring from aCall Center located in Toronto, Ontario Canada. The company was established in 1990 and has developed a reputation for responsiveness to client needs and high quality work. www.telepoll.net

Provided operational and sales management consulting to the call centre industry, including feasibility studies, operational assessments, operational and sales management, and marketing campaigns

Transition of 250 staff from the Bank of Canada to EDS. The largest outsourcing in the federal public sector to date. Accomplished with no disruption of service to the public.

Ottawa, Ontario, Ca

Strategic planning and day to day operations of the Bank of Canada Client Service Centre. Spearheaded the changes required to meet and maintain the service levels while dealing the explosive growth of key programs, including Canada Savings Bonds, and Canada Payroll Program. Earned a commendation and recognition from the Governor of the Bank of Canada.

Wauwatosa, Wi, Us

New York, Ny, Us

Strategic Consulting, including business plan & marketing strategy development.

Business, Business Administration

Education record