Session: What is the Right Balance Between Technology and Humanity in Customer Experience
Customer Experience Innovation – working to bridge the gap between customer expectations and quality of engagement delivered. Enhancing brand, customer, and revenue measures focusing on the effort of a customer to obtain service or perform a task. Drive brand image with a balanced focus on stakeholder objectives.
Gordon leads Verizon’s industry leading Customer Experience practice. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers.
Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business served MCI’s largest call center outsourcing clients. In addition, Gordon’s charter included establishing clients Customer Relationship Management, database marketing, data-mining, and targeted marketing strategies.
Gordon also served as Director of MCI Mass Markets, responsible for internal call center operations of a region comprised of 5 call centers and 8,000 seats. This business unit was responsible for sales and service of MCI’s consumer and small business long distance service. Gordon established large call center organizations to effectively implement multiple customer service models. He established systems, processes, and procedures to create performance-driven, cost-effective organizational structures.
Throughout his 24-year career with Verizon/MCI, Gordon has held additional positions in marketing, business operations, and IT supporting call center operations and technology. Gordon defined the vision and executed the tactical strategies to steer consumer and business organizations through high-growth, reengineering, integration, and culture change. He enhanced corporate value through accelerated profitability, revenues, and market position.
Before his career at MCI/Verizon, Gordon worked in the call center service bureau industry managing fortune 250 accounts and servicing their call center outsourcing requirements.