Douglas Hansen

About Douglas Hansen

A bad system will beat a good person every time.” W. Edwards Deming It has been an incredible journey being with a company that is not afraid to ask the question “why”. I have been with the Nexio team for over a decade, and we are continually finding ourselves asking that question as we review and re-review our systems. In this journey, I have learned about, process refinement, core contributions, Net Promotor Score (NPS), journey mapping, and how to implement these systems. I have driven goal-setting systems such as Key Point Indicators (KPIs) and Objectives/Key Results (OKRs). In many cases, these systems were successful in the time and place that we implemented them. In other instances, the timing was too soon, or we did not have the right people on the bus, as Jim Collins suggests. Each of our failures and success turned into an opportunity for growth and understanding of systems and operations. During my MBA program, I learned that I love to see how different departments work with each other, how their systems flow, and assess where a company’s overall operations stand.

Experience

1. Vice President of Client Success

   Nexio

   Mar 2024 — Present · Orem, UT, US

   Q1 2025: we took a major step forward in enhancing customer engagement and operational efficiency by implementing an AI Bot on our website. This initiative was designed to offer 24/7 support, reduce support costs, and scale operations without compromising customer experience.Key outcomes included:Successfully launching Intercom’s AI Bot on our main website to serve as the first line of customer support.Improving efficiency across departments by introducing an internal AI Copilot to assist Customer Support, 1099, and Client Success teams with faster ticket resolution.Building a fallback conversation strategy, knowledge base integration, and system automations to ensure the bot delivered accurate, reliable answers.Equipping the bot with a customizable personality aligned with the Nexio brand, improving user trust and engagement.Establishing a cross-functional implementation plan with Marketing, Support, IT, and Sales, while staying within the approved budget.Creating scalable backend systems for monitoring performance, gathering customer feedback, and continuously optimizing content.With this implementation, we not only improved support availability and response times but also laid the groundwork for future AI-powered initiatives across the organization.In 2024, under the leadership of our new CEO, I collaborated with the Operations team to review and optimize several key aspects of the business. Our COO saw an opportunity to restructure our full-time Customer Support team by introducing a balanced model of both part-time and full-time employees. This shift allowed us to enhance efficiency while maintaining exceptional service.Key initiatives included:Condensing our two-week training program into a streamlined three-day course.Re-evaluating roles and responsibilities to improve clarity and productivity.Establishing a structured hierarchy with clear growth opportunities.Implementing operational improvements to drive long-term success.

Education

• Western Governors University

  Master of Business Administration - MBA

• University of Utah

  Intercultural Communications, Business