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Terry Walls

Lead, Customer Service Transformation

KPMG in the U.S.

As the leader of the Customer Service Transformation practice at KPMG, I’m passionate about helping clients develop and implement customer service strategies that deliver meaningful outcomes not only to the business, but its customers as well.

I bring more than 22 years of experience in delivering complex global customer service strategies and implementations from as small as 50-seat to as large as 15,000 seat contact center operations. As your engagement director, I will be accountable to deliver our best thinking and capabilities to take your customer service vision to the next level.

Engagement experience

  • For a major global asset management firm ($1.3 trillion), I led a team to help the client’s senior executive leadership team understand the cost impacts of their service model. We worked hand-in-hand with them to arrive at a vision and roadmap for a transformation program that will significantly reduce their costs without impacting the customer experience. The work led to a business case with $150 million in benefits over three-years for their service organization.
  • For a U.S. wireless operator: I served as the Channel Transformation Lead for a two-year customer retention/churn initiative. I led coordinated work stream transformations in retail, customer care, web, and tech support channels as well as interaction analytics and customer experience strategy. I led the realization of $41 million in margin improvement for the client as well as a significant improvement in the customer experience.
  • For a global hospitality organization, I served as the engagement lead that developed a digital consumer data hub strategy and roadmap to unify known and unknown consumer data across various channels within the enterprise. I also led the effort to gather insights about the next generation traveler, create a customer journey blueprint that identified specific pain-points in the guest and employee journey that resulted from “touch and tech” disconnect. I delivered a customer and provider centric vision on how high touch and high tech could be combined to deliver a seamless guest experience.

Areas of expertise

Advisory Energy and Natural Resources Management Consulting
Terry Walls

Education and qualifications

  • MA – Organizational Behavior, University of Alabama

  • BS – Organizational Behavior, Murray State University

Recent clients

  • Global Asset Mgmt. Firm

  • Global Hotel/Hospitality Organization

  • Global Regulated Waste Company

  • Global Telecommunications and Data Provider

  • Global Banking Institution

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