As Director of Customer Engagement, Kim leverages over 25 years of hands-on contact center, business transformation, product launch and Information Technology (IT) expertise with cross-industry clients on four continents. She is also an international public speaker at North American and global industry conferences educating audiences on customer experience, innovation and client successes.
Her experience includes 17-plus years at Accenture in the Worldwide Technology Practice and the Customer Experience Consulting Practice as a former Global Partner and Customer Excellence Lead. She has led market-leading client consulting projects from contact center strategy through implementation.
Kim and her team deliver industry-leading business solutions showcasing multi-channel customer sales and service capabilities supported by cloud, premise, hybrid and outsourced technology platforms including Amazon Connect, Genesys, Avaya, Aspect, Oracle, SAP and others. These inbound and outbound customer interactions include ChoiceView voice with visuals, IP web telephony, IVR, speech recognition, telephone, predictive dialer, web self-service, chat and iOS / Android mobile apps.