SEASON 3, EPISODE 30. Creating Experience to Drive Brand : Mark Stanley : Experience Designer & Author, Genesys

Description

“Memory is the hallmark of experience.” Just some of the wise words from this week’s guest, Mark Stanley. Mark is one of those people with a really cool job that few know even exists. He is a Customer Experience Designer for Genesys and is the architect of many of the customer service experiences we all have on a daily basis. Prior to his current endevor, Mark spent twenty years in the airline industry where he developed his skills in using technology to better serve customers.

Mark brings a wealth of experience and creativity to the show sharing his lessons learned across many job functions and industries.

Guest Bio

Mark Stanley

Customer Experience Designer & Author

Genesys

Mark Stanley is a Customer Experience Designer, which he performs as a Healthcare Industry Executive for Genesys and is the author of Experience Design for Customer Service: How to go from mediocre to great! He has worked in and for a variety of customer service-related companies. Following a span of twenty years in the airline industry, he transitioned to contact centers to develop skills around the technology used to connect customers to service staff, as well as the supporting systems like workforce management and quality monitoring. He transitioned into business consulting and project management, with a focus on the relationship and interdependence between business goals, customer service operations and technology. His work is primarily in healthcare, insurance, and financial services.

Prior to joining Genesys, Mark held call center operations and sales management positions with Crestview Consulting Group, Wolfe & Associates, ERS (a leading third-party healthcare services provider), Lufthansa German Airlines and Korean Air.

He holds a Bachelor of Arts degree in History from Loyola Marymount University, is a Certified Experience Economy Expert, a COPC Implementation Leader, and a Project Management Professional (PMP).

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