Customer Experience Strategist
Adam is a customer experience strategist and owner of CTS Service Solutions, a customer experience consultancy that helps organizations deliver Hero-Class Customer ServiceTM. With experience in both the wholesale and retail musical products environments and as a regional developer and franchisee for two national service brands, he helps organizations not only design better customer experiences but also execute their designs on the front lines. His approach to customer experience strategy is based on his philosophy that stories are for inspiration, systems are for execution. Adam is a speaker and author of a forthcoming book on frontline customer service (AMACOM, Spring 2015). He is the founder of the popular Customers That Stick blog and is a contributor to Salesforce.com, CustomerThink, and Business2Community. He has been recognized in both the “#CustomerService 100” (ICMI) and the “Top 100 Most Social Customer Service Pros On Twitter” (Huffington Post).