As the Customer Experience (CX) Transformation Architect at TCS Ventures, Craig Daniels is at the forefront of revolutionizing how enterprises engage with their customers. With over 15 years of extensive experience in CX strategy consulting, Craig has honed his expertise in designing and implementing omnichannel...
As the Customer Experience (CX) Transformation Architect at TCS Ventures, Craig Daniels is at the forefront of revolutionizing how enterprises engage with their customers. With over 15 years of extensive experience in CX strategy consulting, Craig has honed his expertise in designing and implementing omnichannel solutions that not only enhance customer satisfaction but also drive operational efficiency and business growth. His role involves leading a dedicated team at TCS Ventures, a boutique consulting firm renowned for its strategic guidance in navigating complex CX transitions.
Craig’s deep understanding of enterprise solution design allows him to bridge the gap between legacy systems and modern digital frameworks. He excels in flow analysis and optimizing customer service operations, ensuring that businesses can seamlessly integrate innovative technologies while maintaining robust customer relationship management (CRM) practices. His proficiency in tools such as Oracle Service Cloud and RESTful Web Services empowers organizations to leverage data-driven insights for improved customer interactions.
One of Craig’s key projects involved collaborating with a major retail client to overhaul their contact center operations, resulting in a 30% increase in customer satisfaction scores and a significant reduction in response times. His strategic thinking and C-suite selling skills enable him to effectively communicate the value of CX transformations to executive leadership, ensuring alignment with broader business objectives. Passionate about tackling complex CX challenges, Craig is committed to empowering businesses to thrive in the digital age, ultimately transforming customer experiences into a competitive advantage.