SDCX Featured Panelist Highlight: Brian Andrews
Brian (@LoyaltyRocks), Medallia’s Senior CX Principal, spent the prior 18 years in leadership roles in customer experience (CX), product management, and process improvement at HP, Intuit, and Sprint.
During Brian’s tenure as VP, CX at Sprint, they recorded the lowest churn in the company's history and the highest NPS in three years. He created and led the CX transformation, one of six pillars of Sprint's turnaround strategy.
At Intuit, Brian helped pioneer the NPS movement as the first company to adopt NPS. He led Intuit’s NPS community and was featured in "The Ultimate Question 2.0." Under his leadership, Intuit won several prestigious CX awards. His team's innovation work was featured in Time, BusinessWeek, and the subject of a Stanford Business School Case Study.
Earlier in his career, Brian spent nine years in consulting focused on transformational change through Total Quality Management, Toyota Production System principles, and Lean/Six Sigma. One client won the Deming Prize and Malcolm Baldrige National Quality Award. Brian co-authored a chapter in "Becoming Lean: Inside Stories of U.S. Manufacturers".
He is a founding member of the board of directors of the Customer Experience Professionals Association (CXPA) and a Certified CX Professional (CCXP). He’s also Medallia OCEM certified.
Brian's a frequent speaker at CX conferences and has been the subject of several podcasts.