Karl Thomas Email & Phone Number

Saint Paul, Mn, Us

Murray, Utah, Us

In a newly-created role, I am responsible for interfacing with R1's customers to create thought leadership around the patient experience. I will partner with customers to analyze and improve patient experience scores and feedback.

Murrells Inlet, South Carolina, Us

Founded a boutique customer experience (CX) consulting firm to deliver a comprehensive suite of services across industries including healthcare, technology, retail and hospitality. ➤ Elevate customer service and leadership development by coaching senior executives and employees at all levels. Introduce a company-wide culture of excellence to surprise and delight customers. Strengths: Strategic Planning – Leadership Development – Customer Engagement – Employee Engagement – KPIs – Voice of the Customer – Customer Insights – Quality Metrics – Net Promoter Scores (NPS) – Recruiting Top Talent – Corporate Culture – Customer Service – Customer Experience Drivers – Service Delivery – Organizational Design – Customer Advocacy – CX Benchmarks – Customer Support Best Practices – Remediation – Root Cause Analysis – Franchise Support Operations – Customer Touchpoints – Customer Feedback – Customer Experience Gaps – Coaching/Mentoring – Training – Business Acumen – Quantitative Analysis – Data-Based Decisions – Cross-Functional Team Leadership – Continuous Improvement – Customer Experience Analytics

Robbinsdale, Mn, Us

Actively recruited for a crucial, newly created role leading customer experience strategy and execution for a healthcare organization with 6,500 employees. Defined the multilocation CX structure across organizational development, training, leadership development, customer metrics, customer insights, welcome centers and customer contact centers. Built a 200-member CX team with 3 direct reports.➤ Won 3 national Guardian of Excellence Awards (Press Ganey) with ranking of 95% nationwide for Maple Grove Hospital in 2018, 2019 and 2020 by addressing 10 drivers of customer service.➤ Won 3 Top Workplace Awards; increased overall customer satisfaction 15% with a 10% reduction in new hire turnover by aligning all departments on a culture of unmatched customer service.➤ Attained a 5-star rating on Medicare Care Compare for Maple Grove Hospital, leading to a total of $8M increase in payments. Achieved a 10% sustainable increase in ER customer service scores.➤ Increased customer satisfaction ranking 42% and score from 2 to 4 stars on Medicare Care Compare for North Memorial Health Hospital. ➤ Transformed corporate culture with a company-wide focus on customer advocacy and customer experience based on the insight that customer experience will never exceed employee experience.➤ Scored 96% for customer satisfaction at 34 locations. Reduced compliance training costs $1M total across all 36 locations. Reduced call center expenses $400K in 12 months. ➤ Attained 95% ranking (Top 5% nationwide) in customer experience for 7 of 14 nursing units. Increased customer surveys returned 300% in primary care settings. Strengths: Strategic Planning – Leadership Development – Customer Engagement – Employee Engagement – Voice of the Customer – Customer Insights – Quality Metrics – Net Promoter Scores (NPS) – Corporate Culture – Customer Service – Customer Experience Drivers – Customer Advocacy – CX Benchmarks – Customer Support Best Practices – Franchise Support Operations

Mclean, Va, Us

Promoted to a newly created role elevating customer satisfaction, brand strategy and leadership development for Hampton Inn, one of the most respected hospitality brands. Led a Hilton-wide cross-functional team focused on brand differentiation and customer experience. Managed a 10-member team with 5 direct reports.➤ Attained ranking as #1 hotel brand in customer service and franchise support in a crucial role as brand champion by creating the Hamptonality service culture to elevate the product excellence for the brand.➤ Won 4 Franchise 500 Awards in 5 years from Entrepreneur Magazine, leading to ranking as the fastest-growing hotel brand in the industry with a pipeline of 800 new units. ➤ Built on a history of success as an integral part of strategic planning for the Hampton Inn franchise support organization, transforming the brand conference into a customer experience culture rally. ➤ Increased customer loyalty 3% in just 3 months across 2,500 hotels by identifying drivers of customer experience and introducing a culture of Friendly, Authentic, Caring & Thoughtful (FACT) service.Strengths: Strategic Planning – Leadership Development – Customer Engagement – Employee Engagement – KPIs – Voice of the Customer – Customer Insights – Quality Metrics – Net Promoter Scores (NPS) – Recruiting Top Talent – Corporate Culture – Customer Service – Customer Experience Drivers – Service Delivery – Organizational Design – Customer Advocacy – CX Benchmarks – Customer Support Best Practices – Remediation – Root Cause Analysis – Franchise Support Operations – Customer Touchpoints – Customer Feedback – Customer Experience Gaps – Coaching/Mentoring – Training – Business Acumen – Quantitative Analysis – Data-Based Decisions – Cross-Functional Team Leadership – Continuous Improvement – Customer Experience Analytics

Mclean, Va, Us

Promoted to a newly created role defining and delivering a centralized pre-opening pathway for new hotels with a focus on customer experience and revenue generation. Managed a 5-member team.

Mclean, Va, Us

Recruited internally for a London-based 6-month assignment that lasted 3.5 years as primary franchise support expert for European launch of the Hampton Inn and Hilton Garden Inn brands with a focus on customer experience and brand performance.--------Additional experience leading customer satisfaction strategy with Hilton and Hampton Inn.