Brian Hopkins

About Brian Hopkins

I help distributors transform margin pressure and operational complexity into profitable, scalable systems—using practical AI, proprietary analytics, and a relentless focus on customer experience.As Chief Operations Officer at Distribution Strategy Group, I connect technology vendors and our CX-RX analytics platform with distributors who are serious about solving real-world problems—not just talking about them. I bring three decades of experience in operations, customer experience, and executive leadership, with a proven track record of driving transformation across multi-site distribution networks.I’ve led national CX overhauls, built scalable call center and service frameworks, and applied Lean thinking to increase efficiency and eliminate friction at every level. Whether it’s implementing AI tools to revive dormant accounts or helping leaders embed customer experience into the core of their operating model, my work is about turning strategy into results.Some outcomes I’m proud of: • At Hisco, a CX-led transformation increased sales by 13%, improved productivity by 18%, and grew unassigned account revenue by another 18% with AI-driven sales tools. • At Grainger, I built a culture of education-driven CX, raising satisfaction from 74% to 80% across a 1,200-person operation. • At DSG, I lead the development and deployment of Customer Experience RX, helping distributors benchmark performance and operationalize insights at scale.My work sits at the intersection of operational execution, customer-centric thinking, and technology adoption. I speak, write, and advise on how distributors can cut through hype and implement tools that work—today.My leadership style is centered around “people first” and I have ability to build high-performing teams, underpinned by effective communication and a “play as one” style. I am passionate about learning and sharing knowledge, and I continuously seek to elevate my skills and those of my team to excel in the dynamic world of industrial distribution and customer service.Authored 3 articles on Customer Experience in a Digital World for Distribution Strategy Group https://lnkd.in/g2HaFSSvLet’s connect if you’re a distribution leader, technology partner, or decision-maker looking to drive measurable growth with clarity and precision.

Experience

1. Chief Operations Officer

   Distribution Strategy Group

   Nov 2024 — Present · Charlotte, NC, US

Education

• Indiana Tech

  M.B.A, Business Administration and Management, General

  2003 — 2005

• Indiana Institute of Technology

  Master of Business Administration (MBA), Business

  2004 — 2006

• Loras College

  BA, Business, Management, Marketing, and Related Support Services

  1986 — 1990