Brian Wolfe is a dynamic and accomplished leader with over two decades of expertise in the Customer Experience and E-Commerce sectors, currently serving as Vice President of Global Customer Experience at HARMAN International. In this pivotal role, Brian spearheads customer experience operations across nine diverse...
Brian Wolfe is a dynamic and accomplished leader with over two decades of expertise in the Customer Experience and E-Commerce sectors, currently serving as Vice President of Global Customer Experience at HARMAN International. In this pivotal role, Brian spearheads customer experience operations across nine diverse regions, including the Americas, APAC, EMEA, and Latin America, ensuring a seamless and engaging direct-to-consumer experience for HARMAN’s $3 billion Consumer Division. With a monthly volume exceeding 300,000 customer interactions, he adeptly manages a hybrid operational model that is approximately 90% outsourced, allowing for scalability and efficiency while maintaining high standards of service.
Brian's extensive background in management consulting with industry giants like Deloitte and Accenture has equipped him with a robust foundation in customer experience strategy, operations, and technology. His analytical skills and deep understanding of business process improvement have been instrumental in enhancing customer satisfaction metrics, including Net Promoter Scores (NPS) and key performance indicators (KPIs). Under his leadership, HARMAN has implemented innovative SaaS solutions that streamline customer service processes and elevate the overall customer journey.
Key projects led by Brian include the development of a comprehensive customer feedback loop that integrates insights from various regions to refine service offerings and improve operational efficiency. His commitment to fostering a customer-centric culture within HARMAN not only drives engagement but also positions the company as a leader in the competitive landscape of consumer electronics. With a passion for project management and a keen eye for emerging trends in global E-Commerce, Brian continues to shape the future of customer experience at HARMAN International.
