Learning & Performance Improvement
Brian brings experience spanning nonprofit, arts and education sectors to his role leading AARP Consumer Care Learning & Performance Improvement. As part of his practice, Brian utilizes design thinking methods and tools to drive continuous human performance improvement initiatives. Recent innovations including re-imagination of learning (Brandon Hall Excellence in Learning Award) and quality assurance programs have yielded significant gains in agent retention, assessment/certification pass rates, speed to proficiency, member retention and conversion rates as well as maintaining “best in class” CSI since 2014. Recently, Brian was instrumental in reducing email channel volume by 90% at an estimated yearly cost savings of $750k while increasing Chatbot/Chat/Self-Help engagements. Brian also serves as a CX Influencer within the organization. Brian has thoroughly enjoyed his previous experiences presenting at the Servant Leadership Research Roundtable hosted by Regent University, ICMI Expo & Conference, Call Center Week conferences and serving on panels for Consero’s Contact Center Forums.