Kyocera has recruited former Verizon executive, Frank Zupa, to lead its transformation toward a “superior customer experience.”
“Strong customer satisfaction requires so much more today,” explains the former Verizon executive. “The goal needs to be a superior customer experience, that is fuelled by rich data, powerful business analytics and the constant asking of the question if I were my customer, what would I want and need at every touch point. This type of transformation is occurring across every industry ““ and the document imaging solution industry is no exception.”
Zupa is joining Kyocera Document Solutions America as the vice president of customer operations, the latest high-profile hire by CEO Oscar Sanchez, who continues to re-shape one of the world’s leading document imaging companies into a solutions-focused, data-driven organization.
“The customer experience we provide is every bit as important as the products we develop,” says Sanchez. “Frank is exactly who we want leading our effort.”
Zupa’s background is unique, a customer-oriented professional with a long history of technological innovation. For Kyocera, that means the entire customer experience is about to undergo a digital transformation. “Technology exists to help people, and to enable new advancements,” said Zupa. “In the case of customer service, technology helps people help people. That’s a big part of transforming the customer experience.”
Zupa brings a vision to expand Kyocera’s customer service capabilities, beyond expediting day-to-day issue-resolution. Some major goals include helping customers take advantage of advanced document imaging technologies and making it easier for customers to implement advanced solutions that manage workflow more efficiently. “I am so excited to join an organization that is truly committed to both industry leading solutions and a superior customer experience that enables its customers to transform their resident information into knowledge that will grow their businesses and better serve their customers.”
“Frank brings a different kind of expertise and a different kind of perspective,” says HR Vice President Natalie Cumberbatch, herself a Sanchez recruit from outside the industry. “A lot of times, that’s what’s needed to raise the bar.”
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