Board of Directors

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



Greg Oxton Greg Oxton – Executive Director
+1 (650) 576-9102 tel (Pacific Time)
In his 16 years at IBM, Greg 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. Prior to joining the Consortium he held the position of Sr. Director of Business Development at N.E.T. Greg’s specialty is customer service strategy and organizational development. 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. He joined the Consortium staff in July of 1996. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.
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 – Communications
+1 (206) 419-6716 tel (Pacific Time)
Kelly focuses on member experience, content management, and deliverables. 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. Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors.

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Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA