Musa Hanhan, Ccxp Email & Phone Number

San Francisco, Bay Area, Ca, Us

Founded 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.

Boston, Ma, Us

Boston, Ma, Us

Independent 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.

Los Angeles, Ca, Us

Establish 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.

Cerritos, California, Us

Palo Alto, Ca, Us

Onboarded 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.

Menlo Park, Ca, Us

Oversaw 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.

Menlo Park, Ca, Us

Promoted 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.

Espoo, Southern Finland, Fi

Led 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.

Espoo, Southern Finland, Fi

Conceptualized, 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.

Menlo Park, Ca, Us

Directed 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.

Master Of Science (M.S.), Information Systems

Bachelor Of Science (B.S.), Accounting