Brad has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo! and Sage. Across his 20+ years of leadership Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Currently, Brad is the president of the board of directors for the Consortium for Service Innovation and through the work of the Consortium has helped 100’s of customer service organization better deliver deep value to their customers as well as better engage their employees. Brad is also an active member of the Forrester Chief Customer Executive Council, a member of the Chief Customer Officer (CCO) council and a member and recognized innovator of Customer Experience Professional Association (CXPA). He is currently the founder and president of Vector Business Navigation, A customer experience / customer success transformation consulting provider.