Roger Lee is responsible for all facets of the customer experience for Gridspace. He collaborates closely with both internal and external parties to ensure a positive and memorable experience along every touchpoint of the clients’ journey.
He has more than two decades of combined experience in finance, operations and services management and quality. Roger has held several leadership positions in both contact centers and technology vendors and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. He believes that finding ways to improve the customer experience is essential – and the responsibility for improvement spans the enterprise.
As part of his global travels, Roger has given several energized presentations and written articles on customer experience including the value of a CX maturity model and VOC maturity model. He has been featured in global industry publications including Contact Center World, Customer Interaction Solutions, Call Center Network Group (CCNG), Contact Center Pipeline, Call Centre Helper and Call Center Magazine.
Roger is based in Minneapolis, Minnesota. He is a certified generational trainer and served as a team leader for the Performance Excellence Network (formerly Minnesota Council for Quality), assessing local companies using the Malcolm Baldrige criteria. Since 2018, Roger served as a judge for the Stevie Awards in the customer service and sales category and evaluated over 120 nominations.
Finding ways to continue to improve the customer experience is essential. Roger welcomes feedback, questions, and discussions on how you are improving the customer experience in your organizations. Follow Roger on Twitter @dr_wfo or connect with him via email at email@example.com