Steven T. Alexander is a senior customer care and contact center leader with over 25 years of experience in business process, operations, and technology leadership. Prior to joining Stanford Health Care, Steven spent five years leading customer care operations for several Shutterfly subsidiaries as well as the enterprise customer care strategic initiatives and technology areas across all Shutterfly brands. His accomplishments there included the delivery of a multi-year roadmap to overhaul and integrate all primary customer care systems and processes for the company, culminating in new telephony, CRM, workforce management, chat, co-browse, and voice automation platforms and processes.Prior to Shutterfly, Steven developed and managed online customer service, technology, and sales automation capabilities across a variety of industries including manufacturing, mortgage banking, financial services, healthcare, and online travel. He has led in product, project, and operations arenas at every level in successful organizations such as Expedia, JPMorgan Chase, Citigroup, and the Federal Reserve. He has also worked as a strategy and technical management consultant to some of the largest Fortune 100 companies including Bank of America, Deluxe, and Cigna Healthcare.Over the course of his career and grounded in his experiences, Steven has developed a strong appreciation for the unique position of customer care operations and its role in measuring and delivering on customer expectations. This has made him very attuned to the constant need to innovate at the point of customer contact and beyond in order to deliver success in an increasingly omni-channel world.Steven recently won his Shutterfly team the InContact Mojo Award for putting customers first for leveraging the latest technologies to empower customer interactions. He has also served a two year term on the Oracle Customer Experience Advisory Board.