With over 35 years of experience in customer service, operations, and leadership, the author has held senior roles including General Manager (Services) at IBM and Vice President (Services) at Fujitsu ICIM. They have led global teams and driven technology-enabled service transformations.

Now an author, Executive Coach, and Visiting Faculty, they focus on leadership, customer experience, and the impact of AI on service. Their books include The Corporate Diaries, Furnace to Fortune, and Next-Gen Service: How AI Has Transformed Customer Service.

Their work is driven by a commitment to inspire service excellence, empathetic leadership, and sustainable growth.