Jan 2023 – Dec 2025 · 2 yrs 11 mos · Florida, United States

• It is an honor to be asked to assume this leadership role after two years being led by the amazing Patty Soltis, helping to promote CXPA, the heart of the CX movement globally, here in Florida.

Nov 2022 – Dec 2023 · 1 yr 1 mo · Florida, United States

• A pleasure to have been able to provide some contribution before this program was cancelled.

Aug 2021 – Apr 2022 · 8 mos

• As someone who has been involved in the Behavioral Analytics, emotional and psychographic movements for 17 years it is an honor to be asked to join Anthrolytics Board of Advisors.
• Anthrolytics applies data science and machine learning models to help you more deeply understand and your customers emotional state informing the actions required by you to transform their experiences, enhancing your operating results focused on four things:
• Ensure the right message at the right time to maximize engagement and sales success.
• Identify customers at risk so you can reduce churn and attrition
• Supplement and enrich your customer experience insights to enhance loyalty and operating impact.
• Enabling you to continuously improve your business operating model.
• Leveraging data on all your engaged customers, at global scale, not just those who have responded to surveys.

Jun 2019 – Present · 7 yrs · New York, New York, United States · Hybrid

• Delivering impactful AI/ML, GenAI and Agentic AI applications in Market Planning, Demand Forecasting, Marketing and Sales Optimization, Customer Experience Improvement, Revenue Enhancement, Churn Management and Supply Chain Optimization

Oct 2018 – Present · 7 yrs 8 mos · United States

• A podcast bringing together a global community ofthose who work in CX and those CX curious

Sep 2017 – Sep 2019 · 2 yrs · United States

• inQuba is the fast-rising leader of the 2nd Generation of Customer Performance Platforms (CPP's) otherwise referred to as CX Metrics and Measurement or Customer Listening Platforms.
• Purpose built on cloud, multichannel surveys and listening through email, SMS, social mining and text analytics of inbound email contact centers.
• Open API's provide easy integration to your other Customer Experience Execution Platforms like Digital Experience Platforms, Customer ecosystems like Salesforce, Adobe, Contact Center platforms like Verint, Calabrio, Cisco.
• Extensive CX Analytics and dashboards out of the box, rapid implementations of contract to go live of <60 days, low cost of entry with a SaaS pay for growth in use model and a flexible service portfolio addressing clients new to CX Measurement and established CX Professionals and programs looking to move to the next Generation of CX Metrics tools.
• Graham is helping inQuba create raving fans of the growing community of CXSWAT (CX Specialists with Added Tools) in North America that truly Measure, Act and Optimize their Operating Models and achieve breakthrough business results through inQuba centric, continuously optimized Digital Customer Experience Operating Models (DXCOM)

Mar 2017 – Jun 2017 · 3 mos · United States

• Graham provided digital transformation and digital customer experience solutions expertise to OTSI in exploration of their digital transformation goto market strategy.
• With 32 years of technology driven transformation experience and 18 years at the forefront of the digital revolution he is a passionate advocate of ‘digital first but not digital only multichannel experiences’ and new digital operating models. These models leverage emerging digital experience, digital integration, data and analytics, infrastructure and innovations such as IOT, AR/VR, AI driven intelligent model and robos.

Jan 2017 – Jun 2017 · 5 mos · San Francisco Bay Area

• Appointed to MCorpCX board of directors to help formalize options analysis and drive decisioning on strategic business direction with intent to help lead execution of the strategic direction based on a number of the options under consideration.
• Stood down from board position based on directional decisions taken.
• MCorpCX is one of the worlds leading Customer Experience Strategy, Experience Blueprinting, Customer Journey Mapping and Persona Modelling consultancies. With deep experience across BFSI (Banking Financial Services and Insurance), Retail, HiTech, Healthcare and CPG, MCorpCX was recently ranked THE boutique industry CX Strategy leader alongside global leaders such as Delloitte, Cap Gemini & McKinsey http://bit.ly/2gRZMMD.
• MCorpCX specializes in providing independent advisory and assistance services to develop, design, operationalize and execute Customer Experience centric business strategies that deliver real results.

Oct 2016 – Present · 9 yrs 8 mos · San Francisco Bay Area

• McorpCX is one of the worlds leading Customer Experience Strategy, Experience Blueprinting, Customer Journey Mapping and Persona Modelling consultancies. With deep experience across BFSI (Banking Financial Services and Insurance), HiTech, Life Sciences/Healthcare and others, McorpCX has been ranked THE boutique industry CX Strategy leader alongside global leaders such as Deloitte, Cap Gemini & McKinsey http://bit.ly/2gRZMMD and a top Experience Management Solutions Company.
• McorpCX specializes in providing independent advisory and assistance services to develop, design, operationalize and execute Customer Experience centric business strategies that deliver real results.
• My role is focused on accelerating market engagement, revenue and profit growth and elevating McorpCX's capabilities in technology and execution as the Digital Why's (KPI's), Digital Who's (Personas) and Digital What's (Journeys) they focus on are increasingly dominated by Digital First But Not Digital Only Multichannel How's (Digital Technologies).
• I also manage the McorpCX relationships with partners like Qualtrics, Medallia and many others.

Sep 2016 – Oct 2020 · 4 yrs 1 mo · Greater Atlanta Area

• Clickagy (www.clickagy.com) is the next generation of psychographic and behavioral analytics revolutionizing Digital Marketing ROI. Clickagy’s Audience Lab platform delivers 300% to 500% uplifts in Digital Marketing ROI using Natural Language Processing (NLP), Machine Learning (MLM) and Artificial Intelligence to deliver Insights and improvements in targeted marketing from over 1.5 trillion consumer and device data points collected every month. The power and rapid payback of this cloud solution (6 weeks from deployment to positive cashflow on the investment) has already been recognized by two of the top 20 companies in the Fortune 500 and industry Digital Experience platform market leader Adobe Marketing Cloud. I am proud to provide valuable advice and guidance to the founders of this emerging leader in digital transformation.

Aug 2015 – Jul 2016 · 11 mos · Global / Atlanta Georgia / Santa Rosa Beach Fl

• Leading the NIIT Technologies Digital Journey and organization spanning the US, Europe and APAC. Revenue grew
• NIIT Technologies is a globally recognized, rapidly growing Technology and BPO services leader in Travel & Transportation, Insurance, Banking & Financial Services with emerging Media, Government & Manufacturing and Distribution specialties.
• Our growing Digital team and capability portfolio spans UX, Multichannel Experiences & Portals, eCommerce, Mobility, Analytics (including Analytics as a Service through Digital Foresight), Digital Campaign as a Service, Collaboration/Social, Salesforce, Azure, Legacy Integration and evolving innovations related to the emerging Internet of Everything and Intelligent Business.

Sep 2013 – Jul 2015 · 1 yr 10 mos · greater new york city area

• Today's Customer Experiences required brilliant, integrated execution of applications, infrastructure and business processes with a laser focus on improving NPS, CXi, Customer Effort and other metrics. In a world of digital led, mobile first but not digital only 16350 of Mphasis 35,000+ employees help clients deliver world class customer experiences through deep knowledge and capabilities across all channels kiosk/atm, store, contact center, self service, messaging including email / text / social outbound, digital online, mobile and social media by applying proven and evolving customer interaction management, data architectures, infrastructures and analytics technologies to clients in Banking & Capital Markets, Insurance, Manufacturing, Communications, Media & Entertainment, Healthcare & Life Sciences, Transportation & Logistics, Retail & Consumer Packaged goods, Energy & Utilities, and to Governments around the world.
• True Multichannel CEM Is a rapidly emerging discipline and one in which Mphasis is a recognized leader. As Head CEM Graham is focused on evolving our solutions and strategy in Customer Experience Management to help our clients improve their Customer Experience maturity and performance across all desired channels, the only way to deliver real results.

Aug 2012 – Sep 2013 · 1 yr 1 mo · Greater New York City Area

• US national practice leader for data driven Multichannel Customer Experience and CRM solutions organization to complement Roundarch Isobar’s traditional market leadership in delivering world class Technology Enabled Digital and Brand Experiences and Roundarch Isobar’s growing capabilities in Optimization including SEO, MVT, Analytics and Social Monitoring. The combination helps our clients address the broader multichannel Customer Experience and Brand impacts of Social Media, Big Data, Mobility and “the Cloud”.
• Building an organization to formulate and execute business case based Customer Experience Optimization solutions strategies and partnerships in Behavioral Targeting & Personalization, Loyalty Management, Data Driven Multichannel Customer Engagement, Customer Insight & Intelligence, Lead Management, Social Sense & Respond, Mobile & Social Marketing, Commerce & Service, Predictive & Behavioral Analytics, Customer Data Management, Profile & Preference Management, Performance Management & Analytics, Net Promoter Scores and the rapidly growing importance of improving Customer Experience Maturity Indices (CXi).
• Co leader on industry goto markets on "the Impact Of PPACA (aka Obamacare) on Healthcare Insurance" and "Data Driven Brand Optimization In Global Hospitality"

Mar 2011 – Aug 2012 · 1 yr 5 mos

• Upward Wave helps small business profit from Facebook, Twitter and the emerging world of social media. By providing Facebook page and Twitter handle creation and highly relevant daily content posting and Twitter postings for just $99 per month Upward Wave has accumulated a significant customer base since its recent launch and is set to dominate this underserved industry segment. Upward Wave is currently seeking funding to accelerate sales and marketing activities.

Jan 2011 – Oct 2012 · 1 yr 9 mos

• Chair of Leadership Team which comprises the leaders of each of the ~30 member societies which represent TAG's 11,000 members. As Chair Graham also holds a Board seat which provides strategic leadership to the organization and comprises over 50 of Georgia's preeminent business leaders and entrepreneurs.

Apr 2009 – Aug 2012 · 3 yrs 4 mos

• Leader of team to virtualize Technology Association of Georgia to include launch of Social Networking website (www.tagthink.com), launch of Mobile applications (including iPhone, Blackberry and Android), integration of TAGTV (www.tagtv.com) and other key strategic offerings to:
• Demonstrate TAG leadership in the use of technologies to serve its members
• Increase TAG Membership through the adoption of virtual members facilitating expansion of TAG's reach from metro Atlanta to Georgia wide
• Increase member value from and interaction with TAG's organization and other members

Oct 2004 – Aug 2012 · 7 yrs 10 mos

• Chair of TAG Customer Relationship Management group providing a forum for thos involved as leaders or who wish to be involved as leaders of the CRM community in Georgia.

Jan 2008 – Aug 2011 · 3 yrs 7 mos · USA

• Touchbase is a global solution provider helping clients to optimize business operations through the application, migration and management of advanced Customer Contact (Contact Center and Multi-Channel), Advanced Collaboration, Communication, Broadcast Communications and Environmental Management / Cloud / Managed Services / Optimize approaches tools and business intelligence solutions.
• Touchbase leads the global market in helping midsize ($100m - $10b) multinational and multi regional companies maximize the business benefits from these technology solutions to optimize employee to employee, employee to customer and employee to business partner communications.
• The UC collaboration, communication and customer contact solution revolution is the latest technology driven transformational opportunity for companies. This latest unified communications / social networking / web 2.0 infrastructure revolution follows the 80's -90's ERP and Supply Chain revolution, the 90's to 2000's CRM revolution and 1990's - 2000's Internet revolution.
• Touchbase is the leading global partner in the domination of this transformational marketplace by Cisco Systems and also maintains relationships with and brings and strategic knowledge with a list of other complementary technology solution companies including Calabrio, Verint, Microsoft, and many others.
• The Solutions Development group defines and executes market and sales strategy around Touchbase services including strategy and solution formulation, client strategy formulation and program and project execution for the 7 strategic solution categories that Touchbase supports. Solution Development includes the sales personnel, solution analysts and solution architect team that sell and execute Discover (strategy, opportunity identification, roadmap, business case etc) and Design (multivendor techology solution selection) projects.

Jun 2004 – Dec 2007 · 3 yrs 6 mos

• Regional Business Development leader for the Southern US. In top quartile of regions each of the three full years of leadership 2005, 2006 and 2007. Over 3000% growth in annual revenues an company revenue growth from $40m to over $100m in 48 months. Specialized in Contact Center optimization through Cisco UCCE, Contact Center, IVR/CVP, IPT and Behavioral Analytics speech analytics solutions

Mar 2004 – Nov 2010 · 6 yrs 8 mos

• Evergreen Telecom is a part of the AMR Group and a sales agency for telecom services to small businesses. Founded ini 2004 as an ATT partner Evergreen has grown to over $10m in profitable revenues in just 4 years and has maintained a position as a Platinum and Top 3 partner in the telecomm services marketplace throughout its evolution. Equity investment sold for 10X initial investment value after just 5 years, a 200% per year average value gowth.

Mar 2004 – Oct 2010 · 6 yrs 7 mos

• Telecom Agency is a growing sales agent for telecommunications services to small businesses and a part of the AMR group. Telecom Agency provides a combination of local and international data and voice services.

Nov 2001 – Aug 2010 · 8 yrs 9 mos

• Board membership and investment strategy direction for equity portfolio in startup companies subsequent to 2004, over 40% grwoth and cash profitable operation since 2002.
• o Regional Sales Director – 180 day assignment improving regional sales performance in SE US and Caribbean, generating $6m in visible pipeline plus team leadership of a 5 person regional sales team growing visible pipeline from $6.9m to over $22m.
• o VP Sales – South – 270 day turnaround assignment as a regional sales executive stemming 15 months of sequential revenue decline in 90 days and increasing sales by over 300% in the ensuing 90 days.
• o Executive Sourcing - Leadership assignment restructuring the supplier portfolio for a leading public hosting company improving their P&L by 5% in 6 months including process development and implementation of “C” level executive scorecards for supplier management and consolidation of 7 data centers to 2 mega centers

Feb 2001 – Oct 2001 · 8 mos

• · P&L and solutions strategy responsibility for the Southern US region building and leading a team of 30 personnel.
• · Sales, solutions and alliance management responsibility growing revenues by over 400% year over year to $3.5m direct consulting revenues and $8m in associated hosting, applications management and communications services.
• · Solutions focus on CRM Strategies, Call Centers, Business Intelligence, Applications Management, E-Learning, Wireless, IP Communications Strategies, HIPAA and eBusiness Strategies.
• · Vertical industry focus on Financial Services, Technology, Travel & Transportation, Government and Healthcare.
• · Core customer family included First Data, Alfa Insurance, Nova Corporation, Cybear, USAA and Sterling Properties.
• · Goto market partnerships included ATG, Interwoven, Cisco, Rockwell, Telera, BMC and Aprisma.
• · Startup operating unit, with a two year investment strategy, closed due to corporate earnings difficulties in Q4 2001.

Jan 2001 – Jan 2003 · 2 yrs

• Led atlanta chapter of this national organization providing a hub for CRM professionals to meet and exchange knowledge. Also national VP Membership defining goto market strategy, member satisfcation programs and deploying programs across teh 12 national chapters to realize that strategy and member benefits.

Dec 1999 – Jan 2001 · 1 yr 1 mo

• · National Practice Lead for Electronic / Digital Customer Relationship Management, “Clicks & Mortar” Transformation, eCRM, Call Center Transformation, Wireless and Digital Marketplace practices in this professional services organization including ownership of alliances and strategic relationships.
• · Added $10m in new customer revenues to grow revenues from $9m to $18m in 12 months
• · Responsibilities included sales, solution development, executive account management and alliance management directly leading team of 8 national personnel and an indirect team of 40+.
• · Nationally responsible across travel & transportation, insurance, financial services and communications clients.
• · Core customer family included Showtime, Marsh & McLennan, Ryder, Royal Carribean, ANC, First Union Capital Partners, Superior Bank and Cablevision.
• · Goto market partnerships included Kana / Broadbase, Broadvision, Interwoven, Brightware, Epiphany, Towers & Perrin, Mercer Consulting, OnDisplay and Cisco.

Jan 1997 – Nov 1999 · 2 yrs 10 mos

• · Founding member of corporate eCommerce group defining and implementing eBusiness Strategy for Bellsouth’s 7 key divisions including strategy and Program/Implementation Manager for all corporate eCommerce initiatives under a “Clicks and Mortar” strategy including unifying 123 sub-sites onto an enterprise architecture. Includes both Business to Consumer, Business to Business, Landline and Mobility strategies.
• · Leader and founding member in the establishment of the Information Technology Organization (ITO) Service Management Organization (SMO), an ITIL compliant organization. Established to provide a stable, high-quality customer interface between the 3000+ person Information Technology Organization (ITO) and the funding business units, improve business to IT relationships, increase the efficiency of corporate IT budgets and manage and stabilize the organization through a $6b IT transformation and outsourcing process. Grew IT services under management from $45m to over $130m in under two years.

Jun 1987 – Jan 1997 · 9 yrs 7 mos

• · Sales, delivery and internal organizational successes included:
• 1. Initiating executive for Transportation, Tourism & Travel (T3) sector, US Consumer Retail sector and US Communications Sector.
• 2. Leader of mergers and acquisitions SWAT team.
• 3. Successful sales and delivery of an $80m+ project with a $140m total outsourced solution
• 4. Successful completion of an $8m project to drive a transformational consumer retail merger of two $2b companies accelerating previously achieved assimilation schedules from 65 weeks to 35 weeks.
• 5. Work with a leading international communications provider specifying CDPD market entry strategy
• 6. Created and implemented a successful transformation process for a leading technology company and managed three platform transformations to distributed computing platforms using the approach.
• 7. Assisting with CGA’s ISO9000 transformation and advising clients on ISO9000 preparedness and other quality initiatives.

May 1985 – Jun 1987 · 2 yrs 1 mo

• leader in LBMS's associate college entry program
• project leader for ITIL based Dept Of Transportation initiatives
• project leader of ITIL based Insurance Annuities and P&C projects
• project leader and strategist for a series of water and electric utility projects
• public trainer in ITIL compliant methodologies

Feb 1983 – May 1985 · 2 yrs 3 mos

• researcher for development of ITIL foundation methodologies for project management and systems development
• trainer and advisory consultant for ITIL foundation methodologies
• researcer for development of multi dimensional data modelling techniques for very large database development