Rick Graves Email & Phone Number

Santa Clara, California, Us

• Board member and liaison for Palo Alto Networks Fuel User Group Customer Community• Drive the strategic mission and objectives of the Fuel User Group community working with the Fuel Customer Board of Directors• Evolve the global framework of Palo Alto Networks User Groups in context of key customer programs• Lead and drive enhanced member engagement experiences. • Lead the creation and synchronization between Fuel User Group and Palo Alto Networks resources, launches, and partnerships

San Jose, California, Us

Lead the strategic and operational components of Symantec's Customer Advocacy and Engagement team. This includes the integration of specific programs as part of a Customer Loyalty and Advocacy Framework:- Symantec's Customer/Partner/Employee Advocacy Hub- Symantec's "Connect" Enterprise and SMB online communities - Trusted Advisor and Rewards programs- Partner's Online Experience- New gTLD initiative- Domain ManagementAdditionally:- Help build the integration and linkage of key programs to Marketing and Sales automation efforts (SFDC, Lead Generation, etc.)- Lead the new gTLD initiative and implement a strategy and implementation model that adapts to change, and leverages the opportunities in this new on-line landscape. - Work with customers, partners, and key internal stakeholders through an iterative and dynamic co-design engagement model, to integrate and deliver ideal and relevant experiences.

San Jose, California, Us

Lead the strategic and operational components of Symantec's Customer Advocacy and Engagement team. This includes the integration of specific programs as part of a Customer Loyalty and Advocacy Framework:- Symantec's Customer/Partner/Employee Advocacy Hub- Symantec's "Connect" Enterprise and SMB online communities - Trusted Advisor and Rewards programs- Customer Case Studies and References- New gTLD strategy and managementAdditionally:- Lead the new gTLD initiative and implement a strategy and implementation model that adapts to change, and leverages the opportunities in this new on-line landscape.- Social Data Strategy implementation - Work with customers, partners, and key internal stakeholders through an iterative and dynamic co-design engagement model, to integrate and deliver ideal and relevant experiences.

San Jose, California, Us

Lead the strategic and operational aspects of Symantec's "Connect" Enterprise and SMB online community for customers, partners, and employees. Worked with customers, partners, and key internal stakeholders through an iterative and dynamic engagement model, to integrate relevant content and other social media channels to provide an ideal experience. Lead the new gTLD initiative companywide to effectively plan and prepare for the changing online landscape. Lead a holistic customer experience approach for Symantec's key projects through business architecture to integrate and prioritize business and customer priorities.

San Jose, California, Us

Focus on defining, establishing and delivering methods and tools that help create or reinvent end-to-end customer-centric solutions, services, products, and processes. Led the customer experience approach to Symantec's key projects to align and prioritize business objectives to customer needs and experiences.

Helped Fotune 500 companies establish and deliver industry leading end-to-end customer experiences. (Symantec, AT&T, Pitney Bowes, etc.). Provided overall customer experience assessment, delivery of methods and tools, and integration into existing operations. Help businesses understand and utilize customer data and feedback, to drive busniess strategies and priorities, to achieve meaningful business results (customer satisfaction, loyalty, and revenue, etc.).

Palo Alto, Ca, Us

Lead the Global Customer Experience Management and Design program to deploy and expand HP’s capabilities across all business units, regions, and verticals. Ensure that effective business engagement models were developed and delivered to meet business needs and objectives, with a particular emphasis on improving the end to end customer experience, customer loyalty and satisfaction, and revenue. Applied to products, services, and solution design, as well as major account teams. Influenced and developed strategic and operational partnerships across the 5 major business units to support overall business and program goals.Major responsibilities include: Global Customer Experience Strategy, Planning, Delivery, Awareness and Training, Alignment and Integration with other HP Design capabilities, and with process improvement efforts (i.e. – Six Sigma, Black Belts).Results and accomplishments:o Co-creator of patent pending Customer Experience Design methodology.o One Voice Congress award for process – Customer Experience Designo Multiple documented success stories related to direct impact of CEM efforts to customers include increase in Net Customer Loyalty Index, revenue growth, and customer satisfaction

Palo Alto, Ca, Us

- Managed WW Quality reporting capabilities and the escalation of root-cause parts analysis for the Support Materials Business on a global basis. Provided ad-hoc Quality reporting and associated hardware quality analysis to HP Product Divisions. Utilized leading edge and proven quality techniques to lead focused improvement efforts within the company (i.e. – Process Improvement, ISO compliance, statistical analysis and control, Hardware Quality, etc.)Total Customer Experience (TCE) – Master Level Consultant - Helped to create a customer-centric framework and methodology to define solutions from an end-to-end customer perspective, for all aspects of their lifecycle. Worked with multiple business teams to pilot and enhance these methods, while defining and delivering strategies to improve their customer satisfaction and loyalty. Delivered an integrated TCE approach (customer data, design methods and tools, deployment and delivery, etc.), to meet business needs. - Developed engagement models, and drove inclusion into business plans. Helped improve the co-operative relationship within HP and accelerated decisions related to critical focus areas and improvements. This also resulted in a significant improvement with customer satisfaction in specific areas.- Results and accomplishments:- Customer Experience business engagement models defined and created.- Integrated TCE model deployed and piloted