Jonathan has 20 years of experience in the technology and customer service industries, having conducted strategic consulting engagements for customer service and IT executives at almost half of the Fortune 50. His areas of specialty include customer service strategy, self-service and agent automation, contact center optimization, speech recognition, and customer journey analytics. Jonathan holds several patents pending on emerging customer service technologies. As a published author and speaker, he has written articles on technology, customer service, and speech recognition, contributed to standards such as RSS and VoiceXML, and has been cited in patents, technical papers, books, journals, and conference proceedings (ACM, IEEE, W3C). His content has been used in courses at Harvard, Princeton, SMU, and UC, and in software products from companies including Cisco, Avaya, and EMC. Earlier in his career, Jonathan led E-Commerce, ERP, CRM, and custom enterprise software projects for Fortune 500, federal, state, local, and defense clients. He was also CTO at a DC based systems integrator where, in addition to building a crack implementation team, incubated a number of startups, one of which was in the top 100 most visited sites at the time. Jonathan is a marathon runner, avid backpacker, and enjoys playing tennis. He is an artist, actor, and plays cello regularly with pop, folk, and jazz bands and was previously a member of a community symphony where he resides in Dallas.