Musa Hanhan, Ccxp Email and Phone Number
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Results-driven executive with 15+ years of accomplishments in enhancing customer experiences, introducing new products and services to market, driving operational excellence, and supporting business goals. A talent for establishing long-term, productive customer relationships while aligning organizational practices with company values and mission. ► Customer Experience Strategy: A proven record of analyzing customer concerns, meeting needs, and effectively resolving escalations to optimize customer loyalty and Net Promoter Scores (NPS).► Product Management: A history of developing innovative products and services to meet customer and user needs while designing and implementing go-to-market strategies to ensure product success. ► Team Building & Strategy: A dedication to continuous improvement, motivating teams to deliver top-tier performance, comprehensive customer experiences, operational efficiencies, and practical solutions.► Award-Winning Expertise: The Winner of the 2018 CX Impact Award from CXPA (Customer Experience Professionals Association) and owner of U.S. patent 6,711,611 for data-linking to home infrastructure.
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Managing PartnerXperiente 2021 - PresentSan Francisco, Bay Area, Ca, UsFounded Xperiente and support organizational objectives by assisting clients with Customer Experience (CX) strategies, Net Promoter System, and operationalizing CX programs. ► Help clients build a resilient NPS system to integrate CX into their operations, ensuring continuous improvement and value creation for customers, employees, and shareholders.► Upgrade client CX programs and technology solutions and advise on adopting best practices and an effective structure of CX governance bodies and closed-loop programs. ► Leverage expertise to gather CX metrics, including NPS, CSAT, and CES; steer data-driven decision-making; and facilitate design experience and journey mapping workshops for clients' internal stakeholders.
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Bain External AdvisorBain & Company Oct 2024 - PresentBoston, Ma, Us -
Authorized Independent Advisor Of Npsx℠Bain & Company Sep 2023 - Sep 2024Boston, Ma, UsIndependent Advisor of @NPSx NPSx℠, powered by Bain & Company. NPSx sets a new standard in customer experience with world-class tools, technologies, and training to bring together the best of Bain's customer-first thinking, packaged in a simple and accessible way.
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Vice President Of Product Management - Customer & Employee ExperienceKorn Ferry 2022 - 2023Los Angeles, Ca, UsEstablish a new line of products related to skills and personality assessments, and AI guided learning and coaching for the customer service representatives (CSRs). ► Conducted market and customer research to understand customer service representatives' in-moment learning and coaching needs and identify gaps in the market. ► Collaborated with partners to design and develop contextual guided coaching prototypes embedded into major CRMs. ►Developed a business case with a go-to-market strategy and a set of learning scenarios driven by customers’ situations. -
AdvisorCloudwareusa 2021 - 2022Cerritos, California, Us -
Voc - Experience DirectorVmware 2021 - 2022Palo Alto, Ca, UsOnboarded to build and direct a team of VoC strategists in designing, deploying, and measuring experiences across the customer journey. ► Created a Voice of Customer-Experience program to capture and measure customer experiences at each critical engagement point. * Introduced VoC dashboards within 4 months to compile operational and financial metrics alongside customer experience metrics at an executive and customer-level view. * Applied design methodology to identify and validate critical engagement points in the customer journey. Set up stakeholder workshops on journey mapping. * Produced a blueprint with details on each touchpoint along with a definition of data capturing and identifying the right metrics to measure customer experiences.► Fostered relationships across the organization to bridge silos and align metrics across departments.► Designed and measured SMB digital experiences to scale customer success operations. -
Sr. Director, Customer ExperienceGenesys 2016 - 2020Menlo Park, Ca, UsOversaw global cross-functional teams to deliver systematic improvements in customer experience and the end-to-end customer journey through motivation, self-realization, and successful coaching techniques. In 2018, I was the winner of the CX Impact Award from CXPA (Customer Experience Professionals Association)► Improved customer experiences by researching and analyzing client needs, developing targeted solutions, and implementing service design practices to optimize services. * Evangelized the customer experience by delivering exemplary presentations and through eloquent public speaking, and consistently brought value to customers through strategic, innovative initiatives. ► Increased Net Promoter Scores by 30% YoY by identifying improvement opportunities, recommending solutions, and liaising with stakeholders to address customer challenges. ► Integrated 2 customer experience programs post-acquisition, outlining a CX framework and roadmap while aligning executives and stakeholders to establish one global program, team, and common KPIs in 6 months. -
Director Of Experience DesignGenesys 2011 - 2016Menlo Park, Ca, UsPromoted to guide customer experience strategies and establish Net Promoter System, as well as user-centric best practices, tools, and frameworks to support product development. ► Enhanced performance quality by developing and rolling out a quality and process manual. ► Achieved a 30-point improvement in Net Promote Scores by instituting Net Promoter System.► Designed and mapped customer and partner experiences to fit B2B models. Visualized experiences to highlight gaps, advance customer service, and transform professional services.
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Product Line ManagerAlcatel-Lucent / Genesys 2007 - 2011Espoo, Southern Finland, FiLed a technical design team accountable for designing customer experience & contact center applications and building prototypes. Developed and implemented strategies to consistently increase revenue. ► Implemented an innovative desktop application that was widely accepted by customers, and significantly improved profitability, that increased desktop revenue by 70% and substantially enhanced usability. ► Consolidated the organization’s Legacy applications from 57+ to four main applications by designing and propelling delivery of user experience strategies. ► Introduced mobile customer care concepts that were adopted by the organization and are now part of Genesys Mobile Engagement solutions. Besides, creating design concepts, including Widget-based applications, dashboard concepts, and team communication. -
Sr. Product ManagerAlcatel-Lucent / Genesys 2001 - 2007Espoo, Southern Finland, FiConceptualized, designed, and brought to life operational solutions through strategic leadership in team building, solution drive strategy development, and process improvements.► Created and co-introduced solution level requirements blueprint, which is part of the current solution development life-cycle.► Established a cross-functional team to overlook Genesys user, reducing costs by 30%.► Earned a patent for “Method and Apparatus for Data-Linking a Mobile Knowledge Worker to Home Communication-Center Infrastructure”, which is part of Genesys Knowledge Worker solution.
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Sr. Consultant/Technical LeadGenesys 1997 - 2000Menlo Park, Ca, UsDirected a team of professional services accountable for deploying and implementing Genesys software for high profile accounts including Schwab, Farmers, Sears, 21st Century, and Nextel. Established long-term relationships with key stakeholders to increase business referrals and new business development.► Presented customer consultations on the analysis, process, and troubleshooting of complex CTI infrastructures involving multiple switches, databases, and applications – this resulted in improved operational efficiency and significant cost reduction.► Delivered real user scenarios to enable engineering-designed interaction flow models.
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System AdministratorApogee Computer Solutions, Inc. 1996 - 1996
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Mis Analyst1Base Computer 1994 - 1995
Musa Hanhan, Ccxp Skills
Musa Hanhan, Ccxp Education Details
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Golden Gate UniversityInformation Systems -
Golden Gate UniversityAccounting
Frequently Asked Questions about Musa Hanhan, Ccxp
What company does Musa Hanhan, Ccxp work for?
Musa Hanhan, Ccxp works for Xperiente
What is Musa Hanhan, Ccxp's role at the current company?
Musa Hanhan, Ccxp's current role is Human Experience | Design | Technology | Mentor.
What is Musa Hanhan, Ccxp's email address?
Musa Hanhan, Ccxp's email address is m_****@****hoo.com
What is Musa Hanhan, Ccxp's direct phone number?
Musa Hanhan, Ccxp's direct phone number is +1 888-436*****
What schools did Musa Hanhan, Ccxp attend?
Musa Hanhan, Ccxp attended Golden Gate University, Golden Gate University.
What skills is Musa Hanhan, Ccxp known for?
Musa Hanhan, Ccxp has skills like Product Management, Mobile Devices, Go To Market Strategy, Strategy, Saas, Contact Centers, Customer Experience, Enterprise Software, Product Development, Cloud Computing, Mobile Applications, Telecommunications.
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