Brian T. Wolfe

About Brian T. Wolfe

Energetic and proven senior leader with over 20 years of experience in the Customer Experience and E-Commerce space. Spent the first 10 years of my career in management consulting for Deloitte and Accenture gaining deep experience in Direct to Consumer/Customer Experience strategy, operations and technology. Subsequently, for 3 years I was a Customer Relationship Management Account Executive for Oracle and Salesforce.com. Now, for 10 years, I have been using my background to lead Customer Experience operations for the world’s most reputable audio company. My job is to deliver an exceptional end-to-end customer experience for HARMAN\'s $5B Consumer Division, which includes iconic brands such as JBL, Harman Kardon, and AKG. I have developed and implemented a strategic plan to enhance customer satisfaction, loyalty, and retention, while supporting Ecommerce growth from $24M in 2015 to over $400M in 2024. My team and I also enabled and optimized new channels of communication, such as live chat, social media, sms, WhatsApp, and virtual assistant, to meet the evolving needs and preferences of our customers.We have also recently created a net new Voice of the Customer program within Harman Consumer. We are actively seeking out end user feedback such that we can continuously improve our products.

Experience

1. Vice President Global Customer Experience

   HARMAN International

   Feb 2015 — Present · Los Angeles, CA, US

   Lead global customer experience operations across 9 regions: Americas, APAC, China, EMEA, India, Japan, Latin America, Russia and South America. Roughly 90% outsourced, 10% in house- Responsible for end to end direct to consumer experience for $4B Consumer Division. Handle greater than 300k interactions per month- Developed a strategic plan with 24 initiatives spanning these key dimensions: Customer Experience, Contact Center Operations, New Product Introduction, Digital & eCommerce Expansion- Helped support Ecommerce growth from $24M in 2015 to greater than $400M in 2024- Enabled live chat, social media, sms, WhatsApp and virtual assistant as new channels and continue to optimize channel mix so that customers can interact with Harman when and how they choose- Implemented a product training certification program to allow for agent specialization- Moved from CSAT to Net Promoter Score to measure Customer Experience. Current NPS > 65- On boarded new strategic outsourced partner and set up facilities in Manila, Edinburgh, Curitiba and Hyderabad- Part of a cross-functional governance team focused on aligning customer experience with eCommerce and digital teams to enable consistent customer interactions across touch points and channels- Implemented a Voice of Customer initiative to learn from customer feedback, product reviews and social media posts in order to continuously improve

Education

• The University of Kansas

  MBA

• The University of Kansas

  BA