My goal is to shape the overall strategy of Customer and Employee experience within our Customer Care organization with the help of a very talented team of professionals! My key area of focus are the overall customer and employee journey and how we leverage actionable data to create a lower effort experience on both sides. Focusing on the right tools for the use-case, and technology to better scale in our ever-growing business. I work closely with our cross-functional teams to find key areas we can collaborate on to drive a best-in-class customer experiences across Genesys.Seeking real feedback both internally and externally on an array of topics from knowledge usage to chatbot use cases. This type of feedback is critical to understand both our employees and customers true needs. With a combination of surveys, focus groups, and committees my team works to take real feedback and turn them into actionable outcomes. Gone are the days of assuming what is needed or wanted from our customer and employees. It takes a wide variety of feedback and tracking mechanisms to make informed decisions on direction and strategy. Actionable data and truly hearing/listening to the voice of our customers and employees are the true keys to success!“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy H. WilliamsFocuses:- Knowledge Management