Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. Craig has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for, and accelerate, startup growth.
He is most passionate about creating low-effort, consistent, and customized customer experiences. He has spoken at conferences and on podcasts promoting ideas such as building a more effective knowledge base faster, reducing customer effort through data analysis, actioning voice of customer feedback, and how to utilize metrics to drive better support outcomes. His writing focuses on actionable ways to make your customers more successful, improve the team and cross-functional collaboration and solving common support problems.
Craig also volunteers with the technology communities, Communitech, and Support Driven to help share knowledge and start discussions among peers and fellow Customer Experience enthusiasts.
Visit Craig’s website or connect with him on Twitter.