Terry Walls

I bring more than 22 years of experience in delivering complex global customer service strategies and implementations from as small as 50-seat to as large as 15,000 seat contact center operations. As your engagement director, I will be accountable to deliver our best thinking and capabilities to take your customer service vision to the next level.

Engagement experience

• For a major global asset management firm ($1.3 trillion), I led a team to help the client’s senior executive leadership team understand the cost impacts of their service model. We worked hand-in-hand with them to arrive at a vision and roadmap for a transformation program that will significantly reduce their costs without impacting the customer experience. The work led to a business case with $150 million in benefits over three-years for their service organization.
• For a U.S. wireless operator: I served as the Channel Transformation Lead for a two-year customer retention/churn initiative. I led coordinated work stream transformations in retail, customer care, web, and tech support channels as well as interaction analytics and customer experience strategy. I led the realization of $41 million in margin improvement for the client as well as a significant improvement in the customer experience.
• For a global hospitality organization, I served as the engagement lead that developed a digital consumer data hub strategy and roadmap to unify known and unknown consumer data across various channels within the enterprise. I also led the effort to gather insights about the next generation traveler, create a customer journey blueprint that identified specific pain-points in the guest and employee journey that resulted from “touch and tech” disconnect. I delivered a customer and provider centric vision on how high touch and high tech could be combined to deliver a seamless guest experience.