Leadership

Board of Directors

Brad SmithBrad Smith – President
Founder
Vector Business Navigation
Tom BrennanTom Brennan – Vice President
Global Customer Service Transformation
ServiceNow
Steve YoungSteve Young – Secretary/Treasurer
VP Business Process and Technology
Hewlett Packard Enterprise
Dave CutlerDave Cutler – Member
Vice President
Venafi
Doris JurissonDoris Jurisson – Member
Executive Director, Business Transformation Office
DTCC
Jim PendergastJim Pendergast – Member
SVP AARP Experience
AARP

 

Staff

Matt Seaman Matt Seaman – Executive Director
+1 (978) 828-6334 tel (Eastern Time)
Matt is focused on the intersection of knowledge sharing, customer experience, and emerging technologies, and how that intersection drives innovation in Support Services, Customer Success, and Operations. Before joining the Consortium, Matt spent 23 years at PTC, where he held positions running premium account management teams focused on PTC’s largest and most strategic accounts, and building a global Technical Support group. Most recently he served as the Vice President of Customer Success and Field Operations Business Systems and Processes. He was an active member of the Consortium before joining the staff, and was named a Consortium Innovator in 2015 for his work on the Predictive Customer Engagement initiative. Matt continues to be passionate about innovating around how companies can make their customers, and their customer’s customers, successful.
Melissa George Melissa George – Program Director
+1 (781) 652-8908 tel (Eastern Time)
Melissa facilitates program teams, Member Summits, and the KCS Verified and Aligned programs, and conducts research on innovative approaches to achieving service excellence. As President and CEO of the KCS Academy, Melissa oversees the Academy’s strategic direction and its relationship with the Consortium. She has been a professional in the high tech industry for more than 20 years as a software engineer, customer service manager, trainer, and consultant assisting service organizations adopt knowledge-based business strategies to enable customer success.
Kelly Murray Kelly Murray – Connection Director
+1 (206) 419-6716 tel (Pacific Time)
Kelly joined the Consortium staff in 2011, where she captures, structures, reuses, and improves the content that the Consortium members create. She is a facilitator and a KCS Certified Trainer, and has served as chief editor for much of the content in the Consortium Library. Kelly focuses on member experience, content management, and deliverables, while also looking after the Consortium’s technology. She comes to the Consortium with 12 years of experience in hospitality sales, operations, and technology.
Jill DeGraff Jill DeGraff – Operations Manager
+1 (650) 521-3025 tel (Central Time)
Jill manages the Consortium operations and finances, as well as event planning and registration. She joined the Consortium in 2012, and is KCS v6 Practices certified. Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors.
Greg Oxton Greg Oxton – Strategic Advisor
+1 (650) 576-9102 tel (Pacific Time)
Greg’s specialty is customer service strategy and organizational development. He joined the Consortium staff in July of 1996 and served as Executive Director through 2018. Previously, he spent 16 years at IBM, where he held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Just prior to joining the Consortium, he held the position of Sr. Director of Business Development at N.E.T. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-Vendor Support Strategy. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.

Please also visit our network of KCS Certified Trainers.

Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA
info@serviceinnovation.org